Executive, Workload Management - USAA Bank Contact Center
Permanent (Full time)
Purpose of JobProvides executive leadership for the development and implementation of workload optimization strategies and capacity plans for multiple, national multi-channel contact centers, to include third party contact center channels. Accountable for delivering quantitatively driven analysis and solutions to support demand forecasting, capacity planning, and resource scheduling. Collaborates with USAA Bank leadership, Finance, HR, Global Service Delivery, Third Party Relationship Management, and other enterprise partners to establish strategies, policies, and practices to meet corporate and organizational performance RequirementsIdentifies and manages existing and emerging risks that stem from business activities and the job roleEnsures risks associated with business activities are effectively identified, measured, monitored, and controlledFollows written risk and compliance policies and procedures for business activitiesAccountable for development, implementation, and evaluation of workload management strategies to advance the operational success and ensure consistency of contact center service level objectives for USAA and third-party resourcesDrives the strategic direction of long-range and short-range integrated resource and capacity planning, staff solutions strategy (USAA and third party), and geographic diversification for a company or staff agencyPartners, influences, and participates with senior executive management to define and develop strategic options to meet the contact center operational strategiesDrives the development of quality standards, operating policies, and procedures and process improvements for organizational readiness, agility, and flexibilityProvides executive oversight and guidance for the development of high-performing capacity plans and / or models and ensures forecasts and schedules plans align with enterprise objectivesEnsures the operational performance by identifying strategic policy and technology development opportunities to efficiently manage capacity demands consistently across multiple contact centers to include third party suppliersPartners with Global Service Delivery and Third-Party Relationship Management to manage the risk and performance associated with large scale third-party contracts in support of USAAs compliance initiatives; Identifies any emerging third-party relationship opportunities to support future business needsEvaluates contact center trends to identify workforce shortages, conduct root cause analysis, and makes strategic decisions that influence the operational and financial performanceMitigates capacity risks by making decisions to manage dependencies across multiple operating units and sitesClearly communicates dependencies and manages/tracks expectations on accuracy of forecastsDevelops and advises on action plans for initiatives that have regulatory impact by monitoring industry trends and keeping current with regulatory environment and requirementsOversees coordination of budget development and reviews achievements of entities within the scope of responsibilitiesBuilds and oversees a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activitiesMinimum Requirements:10 or more years of progressive Demand Forecasting, Workload Management, and/or Workforce Planning & Forecasting experience with extensive background developing insights, managing major initiatives, and delivering results within a large contact center environment6 or more years of people leadership experience in building, managing and/or developing high-performing teams requiredExpert experience working with Enterprise and/or department organizational data (quantitative and qualitative) to creating compelling views into business dynamics that drive data driven decisionsExtensive background with workforce management software such as IEX TotalView, Avaya, Cisco, or CenterBridgeDemonstrated expert level experience modeling demand and/or workforce trends and analytics, including the utilization of various forms of data analysisExperience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goalsAdvanced knowledge of state and federal regulatory issues impacting the financial services industryExceptional communication skills, both verbal and written, and the ability to relate to people at all levels of the organizationAdvanced understanding of call center dynamics, industry practices and trends including volume forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics with the ability to explain data insights to senior leadership and internal and external stakeholdersPreferred Qualifications:Knowledge and experience reviewing, selecting, implementing, and the continuous improvement of workforce management processes and technologyAbility to evaluate and select technology systems to aid in workforce management efficienciesExperience in the Financial Services industryWorking knowledge of both inhouse and third-party contact center operationsProven track record of using workforce managementinsights to influence strategic decisions madeby contact center leadershipAbility to collaborate and influence across a highly matrixed organizationCompensation: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 position. The salary range for this position is: $155,400 - $279,800Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Term Incentive Plan: Cash payment for Executives only representing a cash payment which is both time and performance basedStipend: As an EMG Member, you will receive an annual stipend (amounts determined by level) which will be paid in quarterly :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 click on the link below for more Total RewardsRelocation assistance is available for this position.