Why USAA?

　　Let’s do something that really matters.

　　At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

　　We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

　　The Opportunity

　　We are seeking a dedicated Manager, Workload Planning and Forecasting for our Bank Contact Center Capacity Team !

　　We offer a flexible work environment that requires an individual to be in one of following offices 4 days per week: San Antonio, TX; Plano, TX; Phoenix, AZ; Chesapeake, VA, Charlotte, NC; Colorado Springs, CO or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results. Relocation assistance is not available for this position.

　　As a dedicated Manager, Workload Planning and Forecasting , you will be responsible for managing and guiding teams to support operational real-time capacity management activities. 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.

　　What you'll do:

　　Leverages relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to contact center real-time capacity management activities.

　　Manages strategic supplier relationships and productivity to ensure service level objectives are met.

　　Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.

　　Sets direction for reporting design, nomenclature, approach, requirements gathering, end user communications protocols, release schedules, quality assurance and change management process.

　　Provides analysis and strategic consulting by considering enterprise initiatives and capabilities.

　　Recommends performance solutions related to department operational areas.

　　Identifies, provides oversight, and performs analysis/data mining on special business topics (Optimization, process/productivity improvements, business and staffing trends forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).

　　Provides oversight for special projects such as process definition, process improvement or client satisfaction.

　　Performs people management functions including employee selection, team building, project/workload assignment, employee training, monitoring of work activity and pay management decisions.

　　Provides motivation, coaching and feedback that lead to sound business results.

　　Manages employee performance and facilitates professional development and career progression.

　　Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

　　Defines and documents business processes related to real-time capacity management for the contact center.

　　What you have:

　　Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

　　6 years of experience in strategic supplier or workforce management related to contact center environments.

　　2 years of direct team lead, supervisory or management experience.

　　Current knowledge of call center best practices, centers of excellence, and scheduling software.

　　Ability to effectively perform in a fast-paced, deadline-oriented work environment.

　　What sets you apart:

　　Knowledge and practical experience with project management principles and practices.

　　Ability to execute in a fast paced, high demand, environment while balancing multiple priorities.

　　Strong analytical skills including understanding the needs of different stakeholders and developing new ideas to solve problems appropriately.

　　Experience positively influencing, motivating, and directing diverse teams.

　　Agile framework experience.

　　Experience managing risk related items in Metric Stream and the execution of documented processes.

　　Ability to support real-time capacity issues on-call as business needs dictate.

　　Ability to support flexible hours to include some weekends and weekdays 11AM – 8PM CT.

　　Ability to travel on an approximately quarterly basis.

　　The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

　　What we offer:

　　Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location . The salary range for this position is: $89,990.00 - $172,000.00.

　　Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

　　Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

　　For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com .

　　Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

　　USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

　　If you are an existing USAA employee, please use the internal career site in OneSource to apply.

　　Please do not type your first and last name in all caps.

　　Find your purpose. Join our mission.

　　USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

　　USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

　　USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

　　USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.