Why USAA?
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.
Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.
We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity
We are seeking a dedicated Workforce Management Analyst Senior to support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management. This role serves as a strategic partner to Service Desk leadership, ensuring the right resources are available at the right time to meet service demand and achieve operational performance objectives.
Operating within an ITIL-aligned IT Service Management (ITSM) framework, this position leverages workforce management tools, operational analytics, and forecasting models to optimize staffing, improve service levels, and support a consistent employee support experience. The Workforce Management Analyst Senior proactively identifies workforce risks, analyzes operational trends, and delivers data-driven recommendations that improve efficiency, support service reliability, and enhance overall workforce productivity.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position will be based in San Antonio; TX or Phoenix; AZ. Relocation assistance is not available for this position.
What you'll do:
Responsible for collecting, analyzing, and reporting on workforce metrics. Utilizes data to deliver on solutions for capacity planning within the operational contact or claims centers.
Provides oversight in maintaining business schedule processes and data to ensure effective alignment of schedules to business demand.
Manages relationships with strategic suppliers to ensure scheduling processes across all lines of business are standardized with approved variance.
Manages and maintains strategic supplier Quality Management and Operational Guidelines. Builds and maintains relationships with internal business units and leaders.
Participates as a subject matter expert on contact or claims center projects for workflow process improvements.
Partners with cross-functional areas to better determine headcount, volumes, and budget/spend for daily support as well as campaign strategies. Present fluctuations to management and adjust resources as needed.
Conducts analysis on workforce scheduling to identify trends and make recommendations to leaders on performance improvement.
Serves as a resource to team members on escalated issues and/or complex matters.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What You Have:
Bachelor's degree; OR 4 years of relevant education and/or experience.
Workforce Management Expertise: Leading workforce management functions, including capacity planning, forecasting, scheduling, and operational planning. This involves advanced knowledge of staffing models, schedule optimization, and workload balancing.
Forecasting & Data Analysis: Developing short-term and long-term staffing forecasts based on workload trends, business demand, seasonality, and performance metrics. Utilizing data analysis, reporting, and dashboard tools to identify trends, risks, and staffing opportunities, with a focus on supporting Service Level Agreement (SLA) performance.
Tool Proficiency & Reporting: Extensive experience with workforce management platforms such as NICE IEX, Verint, Genesys, or comparable tools. Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word) for developing operational reporting, workforce scorecards, and executive-level presentations.
Analytical & Communication Skills: Possessing strong analytical and problem-solving skills to identify root causes and recommend effective solutions. Excellent verbal and written communication skills are essential for effectively collaborating with support leadership, business stakeholders, and operational teams within structured operational environments.
What Sets You Apart:
Workforce Planning & Optimization: Partnering with Service Desk leadership to optimize staffing, scheduling, queue management, and overall operational performance. This includes forecasting and planning across multiple support channels (phone, chat, portal, self-service, virtual agent) and supporting major incidents, business continuity events, or high-volume periods through strategic workforce adjustments.
Data-Driven Insights & Reporting: Utilizing ServiceNow data and operational reporting to inform workforce planning decisions. Experience in developing workforce performance dashboards and executive reporting, identifying workforce trends, and driving operational efficiency improvements through data-driven insights.
ITSM & Environment Support: Familiarity with ITIL-based service management practices and service operations metrics. Experience supporting workforce management within complex, highly available enterprise technology environments is crucial.
Preferred Certifications: Workforce Management Professional (WFM), ITIL Foundation, or related certifications are preferred.
Compensation range: The salary range for this position is: $85,040- $162,550.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
Compensation: 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.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
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.
Benefits: 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, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
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.
