Operations Workforce Capacity Planning Analyst

GEICO; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

GEICO's Contact Center Transformation Workforce Management team is seeking an Operations Workforce Capacity Planning Analyst in Dallas. This role involves preparing workforce forecasts, analyzing data, and reporting key performance indicators to support operational decisions. Ideal candidates will have a Bachelor's degree and extensive experience in finance or contact center environments.

Benefits

Premier Medical, Dental, and Vision Insurance

Paid Vacation, Sick, and Parental Leave

401(k) Plan

Tuition Reimbursement

Paid Training and Licensures

Qualifications

• 5-8 years of relevant experience in contact center environment, finance, or accounting.
• Proficiency in workforce management software and Microsoft Excel.
• Strong analytical skills and ability to provide accurate forecasts.

Responsibilities

• Prepare workforce forecasts for strategic planning and analyze data for variances.
• Conduct monthly analytical reviews of forecasting and maintain standard reporting.
• Prepare dashboards and report key performance indicators.

Skills

Analytical skills

Communication

Problem-solving

Education

Bachelor’s degree in finance or related field

Tools

Microsoft Excel

Workforce management software

Power BI

SQL

Job description

GEICO's Contact Center Transformation Workforce Management Team - Operations Workforce Capacity Planning Analyst

GEICO's Contact Center Transformation Workforce Management team is seeking an Operations Workforce Capacity Planning Analyst to join the team. This position involves preparing long-term and short-term workforce forecasts for strategic planning, analyzing data to monitor variances, identify trends, and provide improvement recommendations.

Responsibilities:

1. Prepare standard and ad-hoc models of high and moderate complexity.
2. Identify workforce status by comparing and analyzing results with plans and forecasts.
3. Prepare workforce dashboards and report key performance indicators using accurate and quality data.
4. Conduct monthly analytical reviews of forecasting, including comparisons to prior projections.
5. Maintain and update standard reporting and analysis to support operational decisions.
6. Adhere to GEICO's Code of Conduct, company policies, and operating principles.
7. Maintain attendance standards at the business location (in-office 3x per week) to perform job functions and facilitate interaction with management and co-workers.

Qualifications:

1. Bachelor’s degree in finance or a related field.
2. 5-8 years of relevant experience in contact center environment, finance, accounting, or a similar field.
3. Proficiency in workforce management software and Microsoft Excel; knowledge of Power BI / SQL preferred.
4. Strong analytical skills and high intellectual curiosity.
5. Proven track record of providing accurate forecasts.
6. Ability to understand, describe, and explain root cause and effect dynamics.
7. Strong communication and influencing skills.
8. Ability to engage with operating partners to understand business demand drivers and their impact on forecasts.
9. Adaptability to shifting goals and priorities while delivering results on time.
10. Creative problem-solving skills.

Note: At this time, GEICO will not sponsor new applicants for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy benefits including:

• Premier Medical, Dental, and Vision Insurance with no waiting period.
• Paid Vacation, Sick, and Parental Leave.
• 401(k) Plan.
• Tuition Reimbursement.
• Paid Training and Licensures.
• Benefits may vary by location and are subject to eligibility requirements, including length of service.
• Coverage begins on the date of hire; new hires must enroll within 30 days for coverage to take effect.