Senior Analyst, Workforce Scheduling

GEICO

full-time

Posted on: 9/24/2025

Origin: • 🇺🇸 United States • California, New York

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💰 $52,275 - $101,475 per year

Senior

AWSTableau

About the role

Develop and maintain schedules based on forecasted workload demands to meet service level agreements (SLAs) and operational efficiency goals.
Optimize shift patterns, break allocations, and resource coverage for peak periods, unplanned absences, and evolving business requirements.
Proactively manage scheduling adjustments to balance workload demands and employee availability.
Monitor real-time adherence and dynamically adjust schedules to address variances between actual and forecasted workloads.
Recommend and implement short-term solutions, such as overtime, shift swaps, or temporary staffing, to address immediate needs.
Incorporate employee availability, preferences, and skill sets into scheduling processes to promote fairness and satisfaction.
Communicate schedule changes effectively to employees, resolving conflicts in a timely and professional manner.
Utilize workforce management tools to analyze historical data and generate detailed reports on scheduling efficiency, adherence, shrinkage, and overtime utilization.
Work closely with the forecasting team, operations managers, and HR to address staffing challenges and implement solutions that support employee engagement and business needs.
Leverage NICE WFM, PowerBI, Alvaria/Aspect, and AWS Connect to transform contact center performance.

Bachelor’s degree in business administration, Data Analytics, or a related field, or equivalent work experience.
Minimum of 3–5 years of experience in workforce management, scheduling, or a related analytical role.
Proficiency in workforce management software (e.g., NICE, Alvaria, AWS) and advanced Excel or data visualization tools (e.g., Power BI, Tableau).
Strong understanding of forecasting, scheduling, and workforce optimization techniques.
Excellent problem-solving and analytical abilities with a focus on delivering actionable results.
Strong communication skills, with the ability to present data and recommendations to stakeholders.
Highly organized and detail-oriented, capable of managing competing priorities in a fast-paced environment.
Collaborative and adaptable, with a proactive approach to addressing challenges.
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.