Position Details

Salary $63K – $117K USD / year

Type Full-Time

Experience mid

Exp. Years 4 years

Education Bachelor's degree OR 4 years related experience

Category Operations & Logistics

About this role

Workforce Management Analyst I supports intraday performance optimization for USAA contact centers. Responsible for scheduling, adherence analysis, and cross-functional collaboration with suppliers and internal teams to ensure service levels.

Key Responsibilities

Develop center schedules to meet demand
Identify scheduling issues and propose solutions
Maintain skill templates and MSR alignment
Manage supplier relationships for standardized processes
Analyze trends and report to leadership

Technical Overview

Focus on WFM tooling (NICE IEX), data analysis, and MS Office. Real-time monitoring and supplier relationship management are key.

Ideal Candidate

The ideal candidate is a mid-level workforce management analyst with 4+ years of WFM planning experience, proficient in NICE IEX, data analysis, and scheduling across multiple centers. They should excel at stakeholder management, root-cause analysis, and cross-functional collaboration to optimize intraday performance.

Must-Have Skills

Bachelor's degree OR 4 years of related experience4 years of experience in workforce management planningData analysis tools and telecommunications toolsNICE IEXMS Office (WordExcelPowerPoint)

Nice-to-Have Skills

Real-time performance managementCommand center process improvementsLeadership and influenceCross-functional leadershipCampaign planning and headcount budgeting

Tools & Platforms

NICE IEXMicrosoft Office

Required Skills

Bachelor's degree OR 4 years related experience4 years WFM in contact/claims centersNICE IEXdata analysisMS Officeschedulingintraday performance

Hard Skills

Workforce management planningNICE IEXData analysisTelecommunications toolsContact center routing systemsMicrosoft Office (WordExcelPowerPoint)Root cause analysisVendor/supplier relationship management

Soft Skills

Strong relationship skillsVerbal and written communicationAbility to identify root causeProblem-solvingCross-functional collaborationStrategic thinking

Industry & Role

Industry Insurance

Job Function Monitor and optimize intraday performance across USAA contact centers

Role Subtype WFM Senior

Keywords for Your Resume

workforce managementnice iexintraday performanceschedulingadherencedata analysismicrosoft excelpowerpointcontact centerrouting systemsstakeholder managementcross-functionalteam collaborationenterpriseheadcount planningvender relationsrisk and complianceintradayMS ExcelPowerPoint

Deal Breakers

Insufficient experience in workforce management planning, Lack of NICE IEX experience, Insufficient knowledge of MS Office tools

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Workforce Management Analyst I - Mid Level (Life Company - Contact Center Operations)

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