Workforce & Capacity Planning Senior - Bank Disputes
USAA
Colorado Springs, CO
workforce
senior
disputes
analysis
workforce
management
data
tools
forecasting
workforce management
military
disputes
analytical
August 10, 2025
USAA
Colorado Springs, CO
FULL_TIME
About the position
Responsibilities
• Conduct sophisticated scenario modeling and gap analysis for Bank Disputes and Enterprise.
• Capture and apply business intelligence from Bank Disputes leaders and support partners.
• Generate tactical and strategic capacity plans reflecting workforce factors, shrinkage, and attrition.
• Provide mentorship and feedback on hiring plans based on forecasted member demand.
• Consult with third-party relationship management teams on demand and supply trends.
• Leverage analytical knowledge to lead discussions with internal teams.
• Apply forecasting and capacity planning methodologies using data applications and visualization tools.
• Deliver analysis and findings to influence business leaders and drive decisions.
• Ensure critical initiatives are included in the long-term capacity plan.
• Identify and control risks associated with business activities.
Requirements
• Bachelor's Degree in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning or related experience may be substituted in lieu of degree.
• 6 years of experience in workforce management including the use of workforce management tools and data analysis tools.
• Proven track record to inspire change within Workforce Management and supported business operations.
• Experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions.
• Proven experience developing models related to staffing, forecasting, and capacity planning.
• Strong understanding of business or contact center processes, including staffing and performance metrics.
• Strong mathematical and statistical skills for accurate data reporting and analysis.
• Demonstrated communication skills to influence and present strategies.
Nice-to-haves
• US military experience through military service or as a military spouse/domestic partner.
• Expert knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
• Knowledge of Regulation E & Z.
• Ability to interact and collaborate positively across multiple organizations.
• Capability to navigate in a fast-paced environment and prioritize tasks.
Benefits
• Comprehensive medical, dental and vision plans.
• 401(k) and pension plans.
• Life insurance and parental benefits.
• Adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education assistance.
Responsibilities
• Conduct sophisticated scenario modeling and gap analysis for Bank Disputes and Enterprise.
• Capture and apply business intelligence from Bank Disputes leaders and support partners.
• Generate tactical and strategic capacity plans reflecting workforce factors, shrinkage, and attrition.
• Provide mentorship and feedback on hiring plans based on forecasted member demand.
• Consult with third-party relationship management teams on demand and supply trends.
• Leverage analytical knowledge to lead discussions with internal teams.
• Apply forecasting and capacity planning methodologies using data applications and visualization tools.
• Deliver analysis and findings to influence business leaders and drive decisions.
• Ensure critical initiatives are included in the long-term capacity plan.
• Identify and control risks associated with business activities.
Requirements
• Bachelor's Degree in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning or related experience may be substituted in lieu of degree.
• 6 years of experience in workforce management including the use of workforce management tools and data analysis tools.
• Proven track record to inspire change within Workforce Management and supported business operations.
• Experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions.
• Proven experience developing models related to staffing, forecasting, and capacity planning.
• Strong understanding of business or contact center processes, including staffing and performance metrics.
• Strong mathematical and statistical skills for accurate data reporting and analysis.
• Demonstrated communication skills to influence and present strategies.
Nice-to-haves
• US military experience through military service or as a military spouse/domestic partner.
• Expert knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
• Knowledge of Regulation E & Z.
• Ability to interact and collaborate positively across multiple organizations.
• Capability to navigate in a fast-paced environment and prioritize tasks.
Benefits
• Comprehensive medical, dental and vision plans.
• 401(k) and pension plans.
• Life insurance and parental benefits.
• Adoption assistance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Various wellness programs.
• Career path planning and continuing education assistance.
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