Customer Service Advisor

Why USAA? 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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity 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. What you'll do: Responsible for collecting, analyzing, and reporting on workforce metrics. Utilizes data to deliver on solutions fo