Senior Analyst, Workforce Management

GEICO

Senior Analyst in Workforce Management at GEICO providing data-driven staffing forecasts for a dynamic contact center environment with up to 3,000 associates.

Posted 5/10/2026full-timeArizona, New York, Texas, Virginia • 🇺🇸 United StatesSenior💰 $65,600 - $129,150 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Forecasting and Analysis: Analyze historical data, emerging trends, and business drivers to predict workload demand for the next 1–6 weeks.
Adjust forecasts based on dynamic factors, including promotional activities, seasonal trends, and unexpected events.
Collaborate with long-term planners to ensure seamless integration of short-term and strategic workforce plans.
Monitor staff availability, skill sets, and productivity levels to allocate resources effectively and maintain SLAs.
Identify and escalate risks related to staffing shortages or workload surges to ensure proactive issue resolution.
Provide actionable short-term performance insights and recommendations to management.
Resource Management and Planning: Recommend workforce adjustments, such as overtime, voluntary time off, or alternative staffing solutions, to meet immediate needs.
Develop and refine staffing plans that optimize resource allocation while maintaining cost-efficiency and service quality.
Partner with cross-functional teams to address workload imbalances and ensure smooth day-to-day operations.
Collaboration and Communication: Act as a key liaison between operations, workforce management, and senior leadership to align short-term staffing strategies with organizational goals.
Clearly communicate staffing changes and their operational impact to relevant stakeholders.
Foster strong relationships across departments to enhance visibility and alignment of workforce plans.

Requirements

What you’ll need

Bachelor’s degree in business administration, Workforce Management, Data Analytics, or a related field.
Minimum of 3 years of experience in workforce planning, forecasting, or contact center operations.
Proven ability to manage short-term forecasting processes in a high-paced environment.
Proficiency in WFM software (e.g., NICE, Alvaria) and analytical tools like Power BI, Excel, or Tableau.
Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
Experience with scenario modeling, variance analysis, and predictive analytics.
Exceptional communication and collaboration skills, with the ability to engage and influence stakeholders at all levels.
Highly organized, detail-oriented, and capable of managing competing priorities.
Strategic mindset with the ability to anticipate challenges and develop proactive solutions.

Benefits

Comp & perks

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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Hard Skills & Tools

forecastingdata analysisresource managementstaffing plansscenario modelingvariance analysispredictive analyticsperformance insightsworkforce planningcontact center operations

Soft Skills

analytical skillsproblem-solving skillscommunication skillscollaboration skillsorganizational skillsdetail-orientedstrategic mindsetstakeholder engagementinfluence skillsability to manage competing priorities