Workforce Management Analyst Senior

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.

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.

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,