Director, Planning and Forecasting - Contact Center

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values - honesty, integrity, loyalty and service - define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

This position will be responsible for leading the workforce management functions within USAA Bank Contact Centers. Responsibilities of lead team include creation of base schedules for all new hire contact center service representatives, schedule alignment to demand pattern, short term and long-term recommendations to improve alignment, annual and ongoing PTO process, scheduling of all off phone activities, maintenance of NICE WFM, relationship with and auditing of 3rd party supplier WFM team, documentation and communication of WFM processes.

The incumbent will be working with Call Routing Technology, Nice WFM, Genesys Decisions.

As a dedicated Director, Workload Planning and Forecasting, you will be responsible for providing thoughtful leadership and people leadership to the team(s) supporting operational workforce planning and forecasting. This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable workforce management for USAA operational environments.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations:
San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA and Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Responsible for maintenance of process taxonomy inventory and appropriate effective execution of documented controls.
• Leverages relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to scheduling, forecasting and capacity planning, and real-time monitoring.
• Directs the planning and implementation of integrated resource planning processes for a specified company or staff agency.
• Provide relevant insights into drivers of operations performance variance.
• Responsible for Executive level summaries and insights on contact center performance and both short and long-term staffing positions.
• Acts in a consultative and advisory capacity to executive management on strategic and tactical workload and resource planning design and implementation.
• Oversees statistical analysis to validate effectiveness and efficiency of plans, strategies, and decisions, in support of integrated workload modeling.
• Oversees gathering of quantitative and qualitative data;
  Approves data collection guidelines and methodologies.
• Serves as a stakeholder/sponsor to improve data quality & availability provided by data partners.
• Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.
• Drives standardization in and oversees the building of analytical products that are scalable and flexible.
• Identifies, provides oversight, and performs forecasting analysis/data mining on special business topics (Marketing ROI and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).
• Reviews and assesses department, business, and strategic supplier processes and procedures ensuring efficient workload management to support enterprise objectives.
• Builds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Takes initiative to understand business drivers of supported LOB (e.g. high-level understanding of products and services and contribution of workforce to LOB goals).
• Manages…