Senior Analyst, Workforce Management - HYBRID

3M HEALTHCARE; Richardson (TX); Hybrid; USD 66,000 - 129,000; Full time

Job summary

GEICO is seeking a highly analytical Senior level Short-Term Workforce Management Forecaster to join our team. This role provides data-driven staffing forecasts over a rolling 1–6 week period for a dynamic, fast-paced environment with up to 3,000 associates.

As a senior contributor, you will analyze historical data, emerging trends, and business drivers to deliver actionable insights, identify risks, and help optimize capacity and resource allocation across operations, collaborating with

Qualifications

• 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 centre operations.
• Proficiency in WFM software (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.

Responsibilities

• Forecasting and analysis: analyze historical data, trends and drivers to predict workload for next 1–6 weeks; adjust forecasts for promotions, seasonality and events.
• Resource management and planning: refine staffing plans, consider overtime or alternative staffing to meet needs.
• Collaboration and communication: liaison between operations, WFM, and leadership; communicate changes and impacts clearly.

Skills

Forecasting

Data analysis

Power BI

Excel

Tableau

WFM software (NICE/Alvaria)

Communication

Stakeholder management

Strategic thinking

Education

Bachelor’s degree in related field

Tools

NICE

Alvaria

Power BI

Excel

Tableau

Job description

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.

Position Overview

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.

Key Responsibilities

• Forecasting and Analysis: As a senior level short‑term forecaster, 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 elevate risks related to staffing shortages or workload surges to ensure proactive issue resolution. Provide actionable short‑term performance insights and recommendations to management.
• Resource Management and Planning: 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.
• Collaboration and Communication: 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.

Basic Qualifications

Education and Experience:

• 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 centre operations.
• Proven ability to manage short‑term forecasting processes in a high‑paced environment.

Technical Skills:

• 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.

Soft Skills:

• 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.

Location

Hybrid - Working onsite 3 days per week

Annual Salary

$65,600.00 - $129,150.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

GEICO Pledge

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs. We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi‑faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose. As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards:

• Comprehensive Total Rewards program that offers personalized coverage tailor‑made for you and your family’s overall well‑being.
• Financial benefits including market‑competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition‑based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.