Senior Workforce Management Analyst

USAA

. Support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management .

Posted 9/24/2026full-timeUnited StatesSenior💰 $85,040 - $162,550 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management functions, including capacity planning, forecasting, and scheduling, while utilizing advanced analytical skills to optimize staffing and improve operational performance. Proficient in using workforce management platforms and data analysis tools to deliver actionable insights and enhance service levels.

Highest-signal resume keywords

Workforce Management ExpertiseCapacity PlanningForecastingData AnalysisNICE IEX

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity PlanningForecastingSchedulingOperational PlanningStaffing ModelsWorkload BalancingData AnalysisPerformance MetricsDashboard DevelopmentService Operations Metrics

Soft Skills

Analytical SkillsProblem-Solving SkillsVerbal CommunicationWritten CommunicationRelationship Building

Tools & Technologies

NICE IEXVerintGenesysServiceNowMicrosoft ExcelMicrosoft PowerPointMicrosoft Word

Industry Keywords

IT Service DeskOperational PerformanceWorkforce MetricsRisk ManagementITIL

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Support the operational performance of the IT Service Desk and Internal Workforce Support organization through workforce planning, forecasting, scheduling, and capacity management
Serve as a strategic partner to Service Desk leadership to align resources with service demand and operational performance objectives
Use workforce management tools, operational analytics, and forecasting models to optimize staffing and improve service levels
Proactively identify workforce risks, analyze operational trends, and deliver data-driven recommendations
Collect, analyze, and report workforce metrics
Deliver capacity-planning solutions for operational contact or claims centers
Oversee business schedule processes and data to align schedules with business demand
Manage strategic supplier relationships and standardize scheduling processes across lines of business
Manage strategic supplier Quality Management and Operational Guidelines
Build and maintain relationships with internal business units and leaders
Serve as a subject matter expert on contact or claims center workflow improvement projects
Partner with cross-functional areas to determine headcount, volumes, budget, and spend for daily support and campaign strategies
Present fluctuations to management and adjust resources as needed
Analyze workforce scheduling to identify trends and recommend performance improvements
Support team members on escalated issues and complex matters
Identify, measure, monitor, and control risks in accordance with risk and compliance policies and procedures

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
Expertise leading workforce management functions, including capacity planning, forecasting, scheduling, and operational planning
Advanced knowledge of staffing models, schedule optimization, and workload balancing
Experience developing short-term and long-term staffing forecasts based on workload trends, business demand, seasonality, and performance metrics
Experience using data analysis, reporting, and dashboard tools to identify trends, risks, and staffing opportunities
Extensive experience with workforce management platforms such as NICE IEX, Verint, Genesys, or comparable tools
Advanced proficiency in Microsoft Office, including Excel, PowerPoint, and Word
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Experience partnering with Service Desk leadership to optimize staffing, scheduling, queue management, and operational performance
Experience forecasting and planning across phone, chat, portal, self-service, and virtual agent channels
Experience supporting major incidents, business continuity events, or high-volume periods through workforce adjustments
Experience using ServiceNow data and operational reporting
Experience developing workforce performance dashboards and executive reporting
Familiarity with ITIL-based service management practices and service operations metrics
Experience supporting workforce management within complex, highly available enterprise technology environments
USAA does not provide visa sponsorship; applicants must not require immigration support now or in the future

Benefits

Comp & perks

Flexible work environment with hybrid flexibility for active-duty military spouses, consistent with policy and business needs
Pay incentives based on overall corporate and individual performance, at the discretion of the USAA Board of Directors
Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program
Paid holidays
16 paid volunteer hours
Various wellness programs
Career path planning
Continuing education assistance