Manager, Workload Planning and Forecasting – P&C Insurance

Phoenix, Arizona
USAA
Why USAA?

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 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; Phoenix, AZ; Colorado Springs, CO; Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

Responsible for managing and guiding teams to support operational workload planning and forecasting 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 scheduling, forecasting and capacity planning.
• 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.
• Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects.
• Oversees and directs the philosophy of schedule assignments and preferencing.
• 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 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.).
• 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.

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:

• Property & Casualty Claims support experience to include experience in operational management.
• Knowledge of 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.
• Excellent oral and written communication skills.
• Experience positively influencing, motivating, and directing diverse teams.

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: $86,520 – $155,710.

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

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.