Workforce Management Analyst Senior

USAA
San Antonio, Phoenix
Workplace: HybridFull timeUSD 85,040 - 162,550 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Analytical thinking","Problem-solving","Communication","Collaboration"]

Support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management. Use workforce metrics, operational analytics, and forecasting models to optimize staffing and improve service levels aligned to SLAs within an ITIL-aligned ITSM environment. Collaborate with Service Desk leadership and cross-functional partners to identify workforce risks, analyze trends, deliver data-driven recommendations, and inform resource adjustments across support channels.

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FursaFursa
USAA
USAA
2 days ago

Workforce Management Analyst Senior

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Last checked: 3 hours agoStatus: Live

Job Summary

Support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management. Use workforce metrics, operational analytics, and forecasting models to optimize staffing and improve service levels aligned to SLAs within an ITIL-aligned ITSM environment. Collaborate with Service Desk leadership and cross-functional partners to identify workforce risks, analyze trends, deliver data-driven recommendations, and inform resource adjustments across support channels.
Location: San Antonio, Phoenix
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Collect, analyze, and report workforce metrics to support capacity planning for operational contact or claims centers.
  • •Oversee business schedule processes and data to align schedules with business demand.
  • •Manage and maintain supplier relationships to standardize scheduling processes across lines of business.
  • •Participate as a subject matter expert on contact or claims center projects for workflow process improvements.
  • •Analyze workforce scheduling trends and serve as a resource for escalated and complex issues while ensuring risk controls per policies and procedures.

Pay and Benefits

Salary: USD 85,040 - 162,550 annually
Perks:Health InsuranceDentalVision401kPensionLife InsuranceParental LeaveAdoption AssistancePaid Leave

Key Requirements

  • •Bachelor's degree or 4 years of relevant education and/or experience.
  • •Workforce management expertise including capacity planning, forecasting, scheduling, and operational planning with staffing models and workload balancing.
  • •Experience developing short- and long-term staffing forecasts using workload trends, seasonality, and performance metrics to support SLA performance.
  • •Extensive experience with workforce management platforms such as NICE IEX, Verint, and Genesys (or comparable tools) and advanced Microsoft Office skills (Excel, PowerPoint, Word).
  • •Strong analytical, problem-solving, and verbal/written communication skills for collaborating with support leadership, stakeholders, and operational teams.
Education:Bachelor's
Skills:Analytical thinkingProblem-solvingCommunicationCollaboration
Certifications:Workforce Management Professional (WFM)ITIL Foundation
Tech Stack:ITILITSMNICE IEXVerintGenesysMicrosoft ExcelMicrosoft PowerPointMicrosoft WordServiceNowSLAWorkforce management

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn