Senior Workforce Management Analyst – Contact Center Operations

USAA

Workforce Management Analyst Senior managing real-time operations for contact center. Monitoring performance, identifying risks, and driving effective decision-making with operational excellence.

Posted 5/23/2026full-timeSan Antonio • Arizona, Colorado, Florida, Texas • 🇺🇸 United StatesSenior💰 $85,040 - $157,820 per yearWebsite

About the role

Key responsibilities & impact

Serve as both a strategic partner and hands‑on expert in real-time operations
Monitor network-wide intraday performance
Proactively identify risks and execute mitigation strategies that stabilize service levels across multiple centers
Act as an informal leader supporting the design, implementation, and continuous improvement of command center processes
Coach analysts and connect insights across WFM, Operations, and cross‑functional partners to drive effective decision-making
Shape standard practices while ensuring daily intraday execution runs smoothly

Requirements

What you’ll need

Bachelor’s degree OR 4 years of related experience 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

Benefits

Comp & perks

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
various wellness programs
career path planning and continuing education

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisworkforce management planningcontact center routing systemsNICE IEXMicrosoft OfficeExcelWordPowerPoint

Soft Skills

relationship skillsverbal communicationwritten communicationproblem-solvingcoachingdecision-makingleadership