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Executive, Workload Management - USAA Bank Contact Center

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Job ID R0068419 Date posted 09/30/2021

Purpose of Job

Provides 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 objectives.

Job Requirements

  • Identifies and manages existing and emerging risks that stem from business activities and the job role
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled
  • Follows written risk and compliance policies and procedures for business activities
  • Accountable 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 resources
  • Drives 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 agency
  • Partners, influences, and participates with senior executive management to define and develop strategic options to meet the contact center operational strategies
  • Drives the development of quality standards, operating policies, and procedures and process improvements for organizational readiness, agility, and flexibility
  • Provides executive oversight and guidance for the development of high-performing capacity plans and / or models and ensures forecasts and schedules plans align with enterprise objectives
  • Ensures 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 suppliers
  • Partners 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 USAA’s compliance initiatives; Identifies any emerging third-party relationship opportunities to support future business needs
  • Evaluates contact center trends to identify workforce shortages, conduct root cause analysis, and makes strategic decisions that influence the operational and financial performance
  • Mitigates capacity risks by making decisions to manage dependencies across multiple operating units and sites
  • Clearly communicates dependencies and manages/tracks expectations on accuracy of forecasts
  • Develops and advises on action plans for initiatives that have regulatory impact by monitoring industry trends and keeping current with regulatory environment and requirements
  • Oversees coordination of budget development and reviews achievements of entities within the scope of responsibilities
  • 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

Minimum 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 environment
  • 6 or more years of people leadership experience in building, managing and/or developing high-performing teams required
  • Expert experience working with Enterprise and/or department organizational data (quantitative and qualitative) to creating compelling views into business dynamics that drive data driven decisions
  • Extensive background with workforce management software such as IEX TotalView, Avaya, Cisco, or CenterBridge
  • Demonstrated expert level experience modeling demand and/or workforce trends and analytics, including the utilization of various forms of data analysis
  • Experience collaborating with key resources and stakeholders, influencing decisions, and managing work to achieve strategic goals
  • Advanced knowledge of state and federal regulatory issues impacting the financial services industry
  • Exceptional communication skills, both verbal and written, and the ability to relate to people at all levels of the organization
  • Advanced 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 stakeholders

Preferred Qualifications:

  • Knowledge and experience reviewing, selecting, implementing, and the continuous improvement of workforce management processes and technology
  • Ability to evaluate and select technology systems to aid in workforce management efficiencies
  • Experience in the Financial Services industry
  • Working knowledge of both inhouse and third-party contact center operations
  • Proven track record of using workforce management insights to influence strategic decisions made by contact center leadership
  • Ability to collaborate and influence across a highly matrixed organization


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 - $279,800

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

Long Term Incentive Plan: Cash payment for Executives only representing a cash payment which is both time and performance based

Stipend: As an EMG Member, you will receive an annual stipend (amounts determined by level) which will be paid in quarterly installments.


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.

Please click on the link below for more details.

USAA Total Rewards

Relocation assistance is available for this position.

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