USAA USA Careers – Capacity Planner Mid-Level



Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Capacity Planner I for our San Antonio office to be responsible for modeling forecasted workload variables, projects, and operational objectives to provide member contact areas with short-term and long-term capacity plans. Analyzes contact center trends to provide input on hiring plans reflecting workload requirements.

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Phoenix, AZ; Charlotte, NC; Colorado Springs, CO or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results.

What You’ll Do

  • Identifies and manages 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.
  • Provides CoSA specific short-term and long-term tactical and strategic capacity plans that reflect forecasted workload factors, shrinkage, and staffing.
  • Advises and consults with CoSA executive management on capacity planning, strategic and tactical workload and resource planning design and implementation.
  • Proactively provides groundbreaking advice, key insights, and solutions to resolve operational workload concerns.
  • Acquires and applies deep awareness and understanding of CoSA strategic plan to ensure capacity plans across member contact areas are in alignment.
  • Conducts CoSA specific scenario modeling that reflects forecasted workload variables, projects, and operational objectives.
  • Generates timely hiring plans reflecting workload requirements based on forecasted member demand and operational objectives.
  • Conducts ongoing model validation and selection criteria using back casting and variance minimization techniques.

What You Have

  • Bachelor’s degree in an Analytical, STEM, or Economic field of study; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 4 years of experience in capacity planning or scenario modeling.
  • General understanding of technologies, models and methodologies related to staffing, forecasting, and capacity planning.
  • Basic understanding of call center processes, including staffing, queues, schedule bids, data analysis and performance metrics.
  • Experience with call center operations policy and procedures, including and understanding of service objectives and contact center analytics.
  • Proven general mathematical and statistical skills to maintain accurate data reporting and analysis.
  • Exhibit communication skills to adequately present strategies, opportunities, and risks.

What Sets You Apart

  • US military experience through military service or a military spouse/domestic partner
  • 4 years contact center workforce management experience, to include capacity planning or scenario modeling
  • Extensive Microsoft Office expertise, to include sophisticated spread-sheeting skills in Microsoft Excel.
  • Sophisticated data analytical experience, turning data into insights.
  • Previous experience with workforce management systems, like NICE and Decisions.
  • Familiarity with SQL and 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.


    What we offer:

    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:

    $59,070 – $112,920.

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


    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.

    For more details on our outstanding benefits, please visit our benefits page on

    Relocation assistance is


    available for this position.

    USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Job Details:

    Company: USAA

    Job Type: Full Time

    Job Location: Charlotte, NC

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