Workforce Management Analyst Senior

USAA•San Antonio, TX

2d•$85,040 - $162,550•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.