Senior Manager, Workforce Management

GEICO•Virginia Beach, VA

5d•$108,000 - $169,000•Hybrid

About The Position

GEICO is seeking a highly skilled and forward-thinking Senior Manager of Workforce Management to lead business line verticals. This role will oversee a team of approximately 10 Workforce resources responsible for delivering optimized workforce management solutions across forecasting, scheduling, intraday management, and reporting. The ideal candidate will bring strong leadership, senior stakeholder management, advanced analytical expertise, and a proven ability to drive contact center operational excellence while aligning workforce strategies with business objectives. GEICO is leading the charge in delivering superior customer service across its Contact Center operations, supporting over 9,000 agents in its Auto Service, Sales, Claims, Commercial, and Recreational product lines. The company is committed to operational excellence and leveraging cutting-edge workforce management strategies, including the NICE WFM platform, PowerBI, Alvaria/Aspect, AWS Connect, to transform contact center performance.

Requirements

Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
Minimum of 5 years of workforce management experience in a high-volume contact center environment.
At least 4 years of leadership experience, managing workforce teams and delivering results in forecasting, scheduling, and real-time management.
Demonstrated expertise with NICE Workforce Management (WFM), AWS Connect and Alvaria, or comparable platforms is required.
Proven track record in staffing strategies, scheduling, and performance analysis.
Advanced proficiency in WFM tools, predictive analytics, and data visualization platforms including PowerBI, Excel and other Microsoft tool or comparable platforms is required.
Proven ability to analyze large, complex data sets and translate insights into actionable strategies.
Strong knowledge of WFM metrics (e.g., SLAs, occupancy, adherence, ASA) and operational best practices.
Exceptional ability to lead, mentor, and develop high-performing teams.
Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.
Highly organized with a results-driven mindset and the ability to manage multiple competing priorities in a fast-paced environment.
Strong organizational skills with an aptitude for problem solving and decision-making.
Capacity to adapt to rapidly changing business needs and workforce dynamics.

Nice To Haves

Certifications such as Certified Workforce Planning Professional (CWPP) or similar credentials are a plus.

Responsibilities

Lead, mentor, and develop a team of workforce professionals to meet and exceed service level goals and business KPIs including Average Handle Times, Abandons, and Service Levels, Average Speed of Answer, Occupancy.
Champion workforce management best practices to enhance operational efficiency, improve service delivery, and reduce labor costs.
Collaborate with senior leadership to align WFM initiatives with broader organizational goals and drive transformational outcomes.
Oversee the development of precise short-term and long-term forecasts using NICE WFM, PowerBI, Oracle Strategic Planner and other predictive tools to ensure coverage for all contact channels (voice, chat, email).
Proactively manage capacity planning to optimize staffing levels, reduce gaps, and enhance FIT (Forecast-Intraday-Trajectory) accuracy.
Drive the creation and refinement of schedules, balancing operational needs with agent satisfaction and performance.
Implement robust real-time management strategies to monitor contact center performance, adjust schedules dynamically, and mitigate risks impacting service levels.
Leverage NICE WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions to maintain KPIs including Real-time Adherence.
Conduct forward looking advanced data analysis to identify performance trends, inefficiencies, and actionable insights for operational improvement.
Build and deliver high-impact monthly management review decks to senior leadership, ensuring clear, data-driven recommendations for improving productivity and customer experience.
Integrate WFM metrics (SVL, ASA, adherence, occupancy) with operational goals to drive decision-making.
Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that elevate WFM operations.
Lead cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes.
Serve as the key liaison between workforce management, operations, and senior leadership teams to align on staffing, performance, and business needs.
Coordinate with senior business partners to align hiring schedules, capacity plans, and departmental initiatives to ensure seamless execution.