Workforce Scheduling Senior Analyst

GEICO•Virginia Beach, VA

2d•$52,275 - $101,475

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 on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. 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. Position Summary We are seeking an experienced Senior Workforce Management Scheduling Analyst to manage workforce schedules in a complex contact center environment. This role is responsible for translating forecasted demand into effective staffing plans that support service level goals, customer experience, and operational efficiency. The ideal candidate will have advanced NICE Workforce Management (WFM) experience and a proven ability to partner with Operations leadership, present workforce recommendations, facilitate staffing discussions, and influence business decisions through data-driven insights. This is not a transactional scheduling role; it requires strong analytical skills, stakeholder management, and leadership presence.

Requirements

Bachelor's degree in Business, Analytics, Operations, or related field, or equivalent experience.
3-5 years of Workforce Management experience in a contact center environment.
1+ years of hands-on scheduling experience using NICE Workforce Management.
Experience supporting multiple lines of business and complex staffing models.
Proven experience presenting recommendations and leading discussions with leadership teams.
Advanced proficiency with NICE WFM including: Schedule generation, Staffing analysis, Schedule optimization, Employee Engagement Manager (EEM), Real-Time Adherence.
Moderate Excel skills.
Experience with Power BI, Tableau, AWS Connect, Amazon Quick or similar reporting platforms.
Strong understanding of forecasting, scheduling, shrinkage, staffing models, and service level management.
Strong stakeholder engagement and relationship-building skills.
Ability to lead meetings and facilitate workforce planning discussions.
Excellent verbal, written, and presentation skills.
Strong analytical and problem-solving capabilities.
Ability to manage competing priorities in a fast-paced environment.
Demonstrated ability to influence decisions through data and business insights.

Nice To Haves

The successful candidate is a NICE WFM expert who can: Build and optimize schedules. Translate workforce data into business recommendations. Lead staffing discussions with operational leaders. Partner effectively across multiple departments. Drive workforce decisions that improve staffing efficiency and operational performance.

Responsibilities

Develop, publish, and maintain schedules within NICE WFM to support staffing requirements and operational objectives.
Optimize shifts, breaks, offline activities, and staffing placement to align resources with projected demand.
Evaluate schedule effectiveness and adjust plans to address changing business conditions, staffing gaps, and shrinkage impacts.
Maintain schedule compliance with applicable business rules and workforce policies.
Analyze staffing requirements and identify risks related to service levels, coverage, occupancy, and resource utilization.
Provide recommendations regarding overtime, schedule changes, staffing shortages, and capacity constraints.
Monitor workforce performance metrics and identify opportunities to improve efficiency and customer outcomes.
Support workforce planning initiatives through data analysis and reporting.
Serve as the primary scheduling partner for Operations and Workforce Management leadership.
Lead workforce planning, staffing review, and scheduling meetings with business stakeholders.
Present staffing risks, recommendations, and workforce insights to leadership audiences.
Build strong partnerships across Operations, Forecasting, Training, HR, Recruiting, and Workforce Management teams.
Influence decisions through clear communication, business acumen, and fact-based recommendations.
Produce and maintain reporting related to staffing, schedule efficiency, adherence, shrinkage, overtime, and service levels.
Develop executive-ready presentations that communicate workforce trends and operational impacts.
Identify process improvements and recommend enhancements to scheduling practices and workforce management processes.
Support initiatives that improve workforce flexibility, employee experience, and operational performance.