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Director, Workload Planning and Forecasting - Contact Center
About the position
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 #1 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.
Responsibilities
- 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 business and executive level escalations, including reporting to senior-level leadership as appropriate.
- Works with Finance partners to align business strategies with financial impacts and incorporate them into the financial planning cycles.
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Requirements
- 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.
- 8 years of progressive experience in a workforce management function performing demand and/or supply forecasting, scheduling, capacity management, reporting and/or real-time resource management.
- 3 years of direct team lead or management experience.
- Demonstrated ability to build and leverage relationships with senior leadership, business partners at various levels within the Enterprise, and external 3rd parties.
- Experience establishing project deliverables, deadlines, schedule status, performance tracking, and critical path reporting and analysis.
- Strong people leader skills and proven ability to build high performing teams.
- Advanced knowledge of call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics with the ability to explain data insights to senior leadership and internal and external stakeholders.
- Strong background in workforce management software.
Nice-to-haves
- Proven results optimizing contact center processes and tools to support the business' strategic objectives.
- 3-5 years experience with Contact Center tools: NICE WFM, Call Routing, Genesys Decisions, Tableau.
- Experience with an outbound dialer.
- Experience working with NICE WFM tool – Cloud based.
- Demonstrated experience integrating new contact centers into WFM processes.
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, visit our benefits page on USAAjobs.com.
