Capacity Planner I (Workforce Management)

Purpose of Job

We are currently seeking talented Capacity Planner I for our San Antonio, TX or Phoenix, AZ facility.

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.

Job Requirements

  • 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 transformational 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 backcasting and variance minimization techniques.

Minimum Requirements

  • Bachelor's Degree or 4 additional years of related experience beyond the minimum required may be substituted in lieu of a Degree.
  • 4 or more years’ experience capacity planning or scenario modeling


  • Bachelor’s degree in Business, Mathematics or Statistics.
  • Advanced experience with MS Excel (V-Lookups & Pivot Tables) and MS Access (Dbase creation & Report Generation)
  • Experience in compiling data with commentary and strong written/verbal presentation skills
  • Previous experience using AVAYA/Cisco, Genesys Decisions, NICE/IEX, ACEYUS & other workforce management tools
  • Professional training completed in Six Sigma Methodology

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.

At USAA our employees enjoy one of the best benefits packages in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

Relocation assistance is available for this position.