Capacity Planner Senior

As a dedicated Senior Capacity Planner, you will be responsible for modifying predictive models and forecasting workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting for USAA sales, service, and claims environments. Applies innovative quantitative analytical approaches for developing recommendations which resolve business problems, drive solutions and process improvements, and assess capacity impacts of operational injects. Collaborates with internal and external partners to ensure processes, procedures and systems provide accurate and reliable capacity planning and capacity assessments of injects to the operational plan. Conducts CoSA and Enterprise specific sophisticated scenario modeling and gap analysis that reflects forecasted workforce variables, projects, and operational objectives including accurate and timely workforce predictions for budgeting, planning and pipeline exercises. Gathers, influences, and applies business intelligence from CoSA leaders and support partners as well as emerging trends that drive model injects to improve forecast accuracy. Generates CoSA specific short-term and long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and staffing both internal and 3P. Provides mentorship and feedback on timely hiring plans reflecting workforce requirements based on forecasted member demand and Enterprise objectives. Provides clear mentorship and recommendations demonstrating advanced knowledge of business or contact center operations policy and procedures, including an understanding of service objectives and business or contact center analytics. Consults with third party relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans. Leverages sophisticated business/analytical knowledge to participate or lead discussions with internal teams to understand, collaborate and influence solution strategies of complex business objectives. Applies advanced knowledge of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques. Delivers analysis/findings in a manner that conveys understanding and insight, influences CoSA and Enterprise business leaders, garners support for recommendations, drives business decisions, and influences business strategy. Develops and communicates insights that consistently influence and drive action with business executives by using fact-based, multidisciplinary, and forward-looking perspectives. Ensures that critical initiatives are assessed and included in the long-term capacity plan. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.