Director, Workforce Management (Bank)

July 27, 2022
San Antonio, TX
Job Type


Purpose of Job

We are seeking a hardworking Workforce Management Director for our Bank. This person may work in a hybrid* location for our San Antonio, TX, Plano, TX, Charlotte, NC, Colorado Springs, CO, Tampa FL, Phoenix, AZ campus.

*USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused deliverables. The actual days onsite are figured out between each employee and the employee’s manager.


This position will be responsible for leading the workforce management functions within USAA Bank Contact Centers. Responsibilities of lead team include creation of base schedules for all new hire contact center service representatives, schedule alignment to demand pattern, short term and long-term recommendations to improve alignment, annual and ongoing PTO process, scheduling of all off phone activities, maintenance of NICE WFM, relationship with and auditing of 3rd party supplier WFM team, documentation and communication of WFM processes.

Tools & Technology: Call Routing Technology, Nice WFM, Genesys Decisions

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This unusual mission requires a dedication to innovative thinking at every level.

Job Requirements

Primary Responsibilities:

  • Identifies and leads existing and emerging risks that stem from business activities and the job role.
  • Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled.
  • Follows written risk and compliance policies, standards, and procedures for business activities.
  • Demonstrates relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to scheduling, forecasting and capacity planning.
  • Advises the planning and implementation of coordinated resource planning processes for a specified company or staff agency.
  • Provide relevant insights into drivers of contact center performance variance.
  • Acts in consultative and advisory capacity to executive management on strategic and tactical workload and resource planning design and implementation.
  • Supervises analysis to validate effectiveness and efficiency of plans, strategies and decisions.
  • Leads statistical analysis in support of coordinated workload modeling.
  • Approves data collection guidelines and methodologies.
  • Oversees gathering of quantitative and qualitative data.
  • Serves as a stakeholder/sponsor to improve data quality & availability provided by data partners.
  • Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.
  • Drives standardization in and supervises the building of analytical products that are scalable and flexible.
  • Identifies, provides oversight and performs forecasting analysis/data mining on special business topics (Marketing ROI and optimization, fulfillment process/efficiency improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).
  • Reviews and assesses department, business, and strategic supplier processes and procedures ensuring efficient workload management to support enterprise objectives.
  • Performs people management functions including employee selection, team building, project/workload assignment, employee training and development, monitoring of work activity and pay management decisions.
  • Provides thought leadership in industry standard processes and champions innovative ways to contact center strategies that drive flexibility and choice for contact center employees.
  • Takes initiative to understand business drivers of supported LOB (e.g. high-level understanding of products and services and contribution of contact centers to LOB goals).
  • Runs business and executive level customer concerns, including reporting to senior-level leadership as appropriate.

Minimum Requirements:

  • 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 progressive experience in workforce management including forecasting, scheduling, capacity management, reporting and real-time management.
  • 3 years of develop team lead or management experience.
  • Demonstrated ability to build and leverage relationships with senior leadership, business partners at various levels within the Enterprise, and external 3rd parties.
  • Experience and understanding of call center dynamics, including volume forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics.

Preferred Experience:

  • Proven success optimizing contact center processes and tools to support the business' strategic objectives.
  • Tools: Nice WFM, Call Routing, Genesys Decisions, Tableau

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.


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: $117,600 - $211,700*.

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

*Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.


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.

To see details on our outstanding benefits, visit USAA Total Rewards.

Relocation assistance is not available for this position.


Drop files here browse files ...

Related Jobs

August 13, 2022
Sales Manager - Canyon Creek, TX   San Antonio, TX new
August 13, 2022