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USAA

Senior Workforce Management Analyst – Contact Center Operations

USAA

. Serve as both a strategic partner and hands‑on expert in real-time operations .

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisworkforce management planningcontact center routing systemsNICE IEXMicrosoft OfficeExcelWordPowerPoint
Soft Skills
relationship skillsverbal communicationwritten communicationproblem-solvingcoachingdecision-makingleadership