Business Support Analyst Lead – Workforce Planning & Forecasting

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; Plano, TX or Tampa, FL . Relocation assistance is not available for this position.

The candidate selected for this position will get work with the Workforce Management Team in USAA’s Distribution and Service Team.

They will work with WFO technologies and Capacity Management projects.

Supports the business by analyzing and evaluating relevant complex Enterprise business data, information, metrics, and processes to identify opportunities and solutions to business plan development and optimization of business operations.

Responsible for supporting key functions and providing recommendations to achieve current and future business strategy needs / objectives.

What you’ll do :

Evaluates complex business data and trends to recommend changes in methods or procedures to increase efficiency and facilitate significant improvements to processes and systems.

Provides support and direction to team members and functional partners with identifying and solving identified opportunities, resolving gaps as they are identified and updating reporting metrics.

Applies subject-matter-expert functional knowledge to produce complex work deliverables in support of departmental and enterprise initiatives such as audit reviews, business strategy development and project business support.

Assists and mentors team members and project managers in developing problem-solving approach, identifying gaps, and determining optimal way to aggregate and communicate findings.

Manages broad functional projects and / or participates as a SME resource on larger initiatives to support business requirements.

Represents the business or staff agency as the subject matter expert and may be a proxy for middle-management leadership.

Maintains broad system knowledge, stays current on all system enhancements, identifies training needs, and implements plans.

Maintains broad business knowledge, stays current on key business strategies and initiatives, and identifies opportunities for support and enablement.

Plans and designs business processes and make recommendations and changes to improve and support business systems and activities and / or to deliver greater effectiveness and efficiency.

Provides insight, analyses, advice, and recommendations to keep business on operational and financial plan.

Gathers information, analyzes data and trends to identify and implement business optimization opportunities.

Supports team with assigned analysis, contributes to discussions of strategic options and recommendations.

Develops / advises on policies, standards, risk management and controls related to relevant processes.

Coaches and provides on-the-job training for other team members.

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.

8 years of experience in end-to-end analysis and / or operations experience, including : requirement gathering and documentation, operational planning and forecasting, data analytics, or current / future state analysis, in direct support of business planning initiatives and optimization of business operations.

Knowledge of business operations and systems / business requirements processes.

Experience facilitating and driving collaboration to common understanding of business requirements and driving standard enterprise-wide business processes.

Knowledge of business analysis tools for ex : MS Visio MS Excel, Tableau, SQL.

Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations to improve business operations.

What sets you apart :

Progressive experience in workforce management including forecasting, scheduling, and capacity management in a Contact Center work environment.

Experience leading and / or participating in programs / projects related to workforce planning.

Experience with IVR and routing methodologies, reporting and application.

Demonstrated experience with collaboration across multiple business partners to train and socialize solutions.

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 : $109,130 - $196,430.

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.