Manager, Workload Planning and Forecasting – Life Company Workforce Management

USAA
San Antonio, Phoenix
Workplace: HybridFull timeUSD 93,770 - 168,700Function: Business OperationsEducation: bachelorsSkills: ["Leadership","Strategic thinking","Change management","Data analysis","Stakeholder management"]

Manage and guide teams responsible for operational workforce planning, forecasting, and workload management across USAA’s Life Company contact center environments. Partner with internal and external stakeholders to ensure scheduling, capacity planning, and real-time monitoring deliver accurate, reliable workforce management. Lead oversight of contracted processes and special forecasting initiatives, driving process improvements, reporting standards, risk controls, and team performance.

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FursaFursa
USAA
USAA
3 days ago

Manager, Workload Planning and Forecasting – Life Company Workforce Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Manage and guide teams responsible for operational workforce planning, forecasting, and workload management across USAA’s Life Company contact center environments. Partner with internal and external stakeholders to ensure scheduling, capacity planning, and real-time monitoring deliver accurate, reliable workforce management. Lead oversight of contracted processes and special forecasting initiatives, driving process improvements, reporting standards, risk controls, and team performance.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Manage teams supporting operational workforce planning/management and forecasting, including recruiting, development, retention, coaching, and performance management.
  • •Maintain process taxonomy inventory and execute documented controls.
  • •Provide consultation to internal/external partners on scheduling, forecasting, capacity planning, and real-time monitoring opportunities.
  • •Monitor supplier performance and oversee contracted processes to identify efficiency gaps, recommend optimizations, and reduce third-party vendor costs.
  • •Direct reporting/forecasting approach, requirements gathering, end-user communications protocols, release schedules, quality assurance, and change management, including conducting forecasting analysis and oversight of special projects.

Pay and Benefits

Salary: USD 93,770 - 168,700
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeavePaid Leave

Key Requirements

  • •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.
  • •Experience with call center dynamics, including demand forecasting, staffing, queues, schedule preferencing, data analysis, and performance metrics.
  • •Bachelor’s degree OR 4 years of relevant education/experience substitution (total 10 years without bachelor’s).
Experience:Workforce managementCall centerForecastingWorkload planningContact center
Education:Bachelor's
Skills:LeadershipStrategic thinkingChange managementData analysisStakeholder management

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn