Senior Workforce Analytics Analyst

GEICO

Senior workforce analytics analyst optimizing GEICO’s contact center staffing and performance. Building WFM reports, forecasts, dashboards, and data-driven operational improvements.

Posted 9/1/2026full-timeRichardson • Arizona, Florida, Texas, Virginia • 🇺🇸 United StatesSenior💰 $80,000 - $124,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in data analytics and workforce management, with expertise in SQL, Power BI, and workforce management platforms like AWS Connect and NICE. Capable of translating complex data insights into actionable recommendations for diverse stakeholders.

Highest-signal resume keywords

SQL ProficiencyPower BI ExpertiseWorkforce Management Software ExperiencePredictive Modeling FamiliarityData Analytics Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisRoot Cause AnalysisKPI TrackingStatistical AnalysisCapacity PlanningForecastingProcess ImprovementData MiningReportingDashboard Creation

Soft Skills

Critical ThinkingProblem-SolvingDecision-MakingCommunication SkillsDetail-Oriented

Tools & Technologies

Power BISQLExcelNICEAlvariaAWS ConnectData Analytics SoftwareHR Platforms

Industry Keywords

Workforce AnalyticsContact Center OperationsWorkforce ManagementOperational EffectivenessStaffing Efficiency

Tech Stack

Tools & technologies

AWSSQL

About the role

Key responsibilities & impact

Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights
Conduct root cause analysis on workforce performance issues, including service level failures and staffing challenges
Collaborate with teams developing predictive models to improve forecasting accuracy and optimize staffing plans
Create and maintain reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools
Ensure accuracy and consistency of workforce metrics across reporting processes
Translate analytical findings into recommendations for technical and non-technical stakeholders
Collaborate with WFM leaders to develop data-driven staffing models
Support short-term and long-term workforce planning, scheduling, and intraday management
Improve capacity planning, staffing efficiency, and cost management
Define, track, and analyze KPIs for workforce efficiency, service levels, and operational effectiveness
Recommend process improvements to streamline WFM operations and enhance productivity
Benchmark performance against industry standards
Leverage NICE, Alvaria, AWS Connect, or similar workforce management platforms for forecasting, scheduling, and reporting
Utilize data analytics software and HR platforms
Support integration of new tools, processes, and technologies

Requirements

What you’ll need

Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
Familiarity with predictive modeling, data mining, and statistical analysis
Strong critical thinking, problem-solving, and decision-making abilities
Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences
Proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment

Benefits

Comp & perks

Personalized development programs
Mentorship
Certification assistance
Competitive pay
Benefits
Flexibility to support well-being and future
Hybrid work arrangement