Senior Analyst, Workforce Scheduling
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About The Position
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 detail-oriented and proactive Senior Workforce Management Scheduler to create and maintain efficient employee schedules that align with forecasted workload demands. This role is critical in ensuring adequate staffing to meet operational goals, maintain service levels, and optimize labor costs while balancing business needs with employee satisfaction. By incorporating employee availability and preferences, the Senior Workforce Management Scheduler plays a pivotal role in fostering a positive work environment and ensuring operational efficiency in a fast-paced, dynamic setting.
