Senior Contact Center Analytics & Workforce Planning Lead

GEICO; Lakeland (FL); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO is seeking a Senior Data Insights Analyst for its Contact Center Workforce Management function in Lakeland, FL. You will leverage data to optimize workforce strategies, improve operational efficiency, and inform decision-making across the organization.

The role requires strong analytics skills, experience with SQL and visualization tools, and collaboration with cross-functional teams to deliver data-driven improvements in staffing, forecasting, and performance metrics.

Qualifications

• Bachelor’s degree in data analytics, workforce management, or related field.
• Minimum 4 years in workforce analytics or contact center operations.

Responsibilities

• Collect, process, and analyze contact center data to identify trends and insights.
• Conduct root cause analyses on performance issues like service levels and staffing.
• Collaborate on predictive models to improve forecasting and staffing plans.
• Create dashboards and reports to present metrics clearly to stakeholders.
• Support data-driven workforce planning and intraday capacity decisions.

Skills

SQL

Power BI

Excel

Data Visualization

Forecasting

Education

Bachelor’s degree in data analytics or related field

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO is seeking a Senior Data Insights Analyst for its Contact Center Workforce Management function in Lakeland, FL. You will leverage data to optimize workforce strategies, improve operational efficiency, and inform decision-making across the organization.

The role requires strong analytics skills, experience with SQL and visualization tools, and collaboration with cross-functional teams to deliver data-driven improvements in staffing, forecasting, and performance metrics.