Senior Planner, Strategic Workforce Planning

GEICO is leading the charge in delivering superior customer service across our Contact Center operations, supporting over 9,000 agents in our Auto Service, Sales, Claims, Commercial, and Recreational product lines. We are committed to operational excellence and leveraging cutting-edge workforce management strategies, including the NICE WFM platform, PowerBI, Alvaria/Aspect, AWS Connect, to transform our contact center performance.

Position Overview:

We are seeking a Senior level Strategic Long-Term Workforce Capacity Planner / Forecaster to join our contact center Workforce Management (WFM) team. This forward-thinking role is pivotal in driving long-term forecasting and capacity planning strategies that align with organizational goals, enabling operational excellence and ensuring the scalability of our contact center operations. The ideal candidate will leverage advanced data analytics, forecasting tools, and strategic planning methodologies to optimize resource allocation, mitigate risks, and support growth.

Key Responsibilities:

Strategic Leadership:

• As a senior on the team, champion workforce planning best practices to enhance long-term operational efficiency, improve service delivery, and reduce costs.
• Collaborate with senior leadership across the enterprise to align long-term WFM strategies with organizational objectives and transformational outcomes.
• Drive proactive capacity planning initiatives to mitigate risks and identify opportunities for scaling workforce capabilities.

Forecasting Excellence:

• Oversee the development of long-term workload forecasts using tools such as NICE WFM, AWS Connect, Power BI, and Oracle predictive analytics platforms.
• Create multi-year capacity models to align workforce needs with business growth, ensuring coverage across all contact channels (voice, chat, email, etc.).
• Conduct variance analysis between actuals and forecasts, identifying trends and recommending improvements.

Capacity Management:

• Proactively manage and refine capacity plans to align staffing levels with anticipated demand.
• Develop strategic hiring and resource strategies to address forecasted staffing gaps.
• Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation.

Performance Insights and Reporting:

• Conduct in-depth forward-thinking data analysis to identify performance trends and actionable insights for operational improvement.
• Design and deliver workforce dashboards and KPI reports, ensuring data accuracy and quality.
• Provide monthly, quarterly, and yearly reviews of forecasting performance, including scenario planning and recommendations for improvement.

Process Innovation and Technology Utilization:

• Identify opportunities to streamline forecasting processes, enhance automation, and adopt innovative workforce planning technologies.
• Collaborate with cross-functional teams to implement advanced tools that elevate forecasting accuracy and effectiveness.

Collaboration and Stakeholder Management:

• Serve as the key senior liaison between WFM, operations, and senior leadership to ensure alignment on workforce strategies and priorities.
• Partner with HR, facilities, finance, and recruitment teams to align hiring plans with long-term capacity goals.
• Facilitate communication and reporting with stakeholders, ensuring transparency and alignment across teams.

Qualifications:

    Education:

• Bachelor’s degree in finance, Business Administration, Data Analytics, Statistics or a related field.

    Experience:

• Minimum of 5 years of experience in workforce management, long-term forecasting, or strategic planning within a contact center environment.
• Demonstrated success in building and refining multi-year forecasting and capacity models.

    Technical Skills:

• Proficiency in workforce management tools (e.g., NICE, Alvaria), Microsoft Excel, Power BI, and SQL.
• Experience with predictive modeling, scenario planning, and advanced analytics.

    Soft Skills:

• Exceptional critical thinking and problem-solving skills.
• Strong communication skills, with the ability to present complex data to diverse audiences.
• Detail-oriented and highly organized, with a strategic mindset and the ability to manage competing priorities.

Compensation:

$80,000 - $124,000

Work Schedule:

Hybrid - 3 days in office

Relocation:

Relocation may be offered

Location:

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