Senior Analyst, Workforce Management

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 transformation, 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 highly analytical and detail-oriented Senior level Short-Term Workforce Management Forecaster to join our team. This role is critical in providing data-driven staffing forecasts over a rolling 1–6-week period for a dynamic and fast-paced environment with up to 3,000 associates. The position ensures that workforce capacity aligns with business goals, optimizes resource allocation, and supports operational success. 

As a key senior contributor to the Workforce Management team, the forecaster will analyze historical data, emerging trends, and business drivers to deliver actionable insights. Collaborating with stakeholders, the role ensures transparent communication of forecasts, identifies potential risks, and develops innovative solutions to meet service demands effectively and efficiently. 

Key Responsibilities: 

Forecasting and Analysis: 

• As a senior level short-term forecaster, 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. 

Qualifications: 

Education and Experience: 

• 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.