Workforce Management Analyst Senior (Life Company - Contact Center Operations)

USAA • Tampa, FL

2d • Hybrid

About The Position

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. The Opportunity As a Workforce Management Analyst Senior, you will serve as both a strategic partner and hands‑on expert in real-time operations. You will monitor network-wide intraday performance, proactively identify risks, and execute mitigation strategies that stabilize service levels across multiple centers. In addition to performing real-time activities, you will act as an informal leader—supporting the design, implementation, and continuous improvement of command center processes. You will coach analysts and connect insights across WFM, Operations, and cross‑functional partners to drive effective decision-making. You will play a critical role in shaping standard practices while ensuring daily intraday execution runs smoothly. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ or Tampa, FL. Relocation assistance is not available for this position.

Requirements

• Bachelor’s degree OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 6 years of experience in workforce management planning within a contact or claims center environment.
• Advanced knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems.
• Advanced knowledge and experience with workforce management tools and/or software such as NICE IEX.
• Demonstrated relationship skills, verbal and written communication and ability to identify root cause / solutions.
• Advanced knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint.

Nice To Haves

• Experience standing up or improving command center processes, including workflow design, communication frameworks, and cross-functional alignment.
• Expertise in both real-time execution and intraday strategy, with the ability to monitor performance, take action, and guide others through complex situations.
• Demonstrated ability to lead through influence, connecting insights across WFM, Operations, and business partners to drive strategic decisions.
• Strong problem-solving skills with the ability to analyze complex performance trends and design proactive, actionable mitigation strategies.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level