Manager, Workload Planning and Forecasting – Life Company Workforce Management

USAA•San Antonio, TX

2d•Hybrid

About The Position

USAA is seeking a talented Manager, Workload Planning and Forecasting to join their Life Company team. This role is responsible for managing and guiding teams to support operational workforce planning/management and forecasting activities. The 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. The role offers a flexible work environment requiring the individual to be in the office 4 days per week and is based in San Antonio, TX., Phoenix, AZ., or Tampa, FL. Relocation assistance is not available for this position.

Requirements

Bachelor's degree OR 4 years of relevant education and/or experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. (Total of 10 years of experience without bachelor’s degree).
6 years of experience in strategic supplier or workforce management.
2 years of direct team lead, supervisory or management experience.
Current knowledge of workforce management best practices, centers of excellence, and workforce management software.
Ability to effectively perform in a fast-paced, deadline-oriented work environment.
Experience and 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.

Nice To Haves

US military experience through military service or a military spouse/domestic partner
Direct experience leading Workforce Management teams responsible for schedule planning and administration, skilling, and real-time management within a complex contact center environment.
Proven success driving workforce management transformation initiatives, including process redesign, operating model improvements, technology enhancements, or transitions.
Demonstrated ability to lead change within established organizations by building alignment, overcoming resistance, and driving adoption of new workforce management strategies and processes.
Experience translating workforce management insights into business decisions and influencing leaders across operational, functional, and executive levels.
Strong leadership presence with a decisive, action-oriented approach that balances strategic thinking with hands-on execution while fostering accountability, team engagement, and results.

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.
Serves as the primary partner for monitoring supplier performance, ensuring delivery meets established metrics and escalating any issues or risks to leadership.
Conducts regular oversight of contracted processes to identify efficiency gaps, recommend optimization opportunities, and help reduce third party vendor costs.
Applies understanding of business goals to guide workload strategies, capacity planning, and the delivery of work assignments that support performance objectives.
Ensures workload forecasts and schedules are timely, accurate, and consider channel inputs and business injects.
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 that aligns operational performance with association initiatives and capabilities.
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, Line of Business (LoB) or Functions, HR, etc.).
Provides oversight for special projects such as process definition, process improvement or client satisfaction.
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.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.