Senior Analyst, Workforce Management - HYBRID

GEICO•Virginia Beach, VA

2d•Hybrid

About The Position

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. 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. 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.

Requirements

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.

Responsibilities

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.
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.
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.