Senior Data Insights Analyst - WFM & Forecasting

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

Job summary

GEICO is seeking a Senior Data Insights Analyst to provide analytics support for the Contact Center Workforce Management function. You will optimize workforce strategies, improve operational efficiency, and support decision-making with data-driven insights.

The role requires a deep understanding of contact center operations, data analytics, and strong collaboration skills to drive transformative results in staffing and performance.

Qualifications

• Bachelor’s degree in data analytics, workforce management, business administration, or related field.
• Minimum 4 years of experience in workforce analytics or contact center operations.
• Proficiency in SQL, Power BI, and Excel for data analysis and reporting.
• Experience with predictive modeling, data mining, and statistical analysis.

Responsibilities

• Collect, process, and analyze contact center data to identify trends and insights.
• Develop forecasting and staffing models to improve planning.
• Create dashboards and reports using SQL, Power BI, Excel, and PowerPoint.
• Collaborate with teams on predictive models and operational improvements.
• Translate findings into actionable recommendations for stakeholders.

Skills

SQL

Power BI

Excel

Data analytics

Education

Bachelor’s degree in data analytics/workforce management/business administration

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO is seeking a Senior Data Insights Analyst to provide analytics support for the Contact Center Workforce Management function. You will optimize workforce strategies, improve operational efficiency, and support decision-making with data-driven insights.

The role requires a deep understanding of contact center operations, data analytics, and strong collaboration skills to drive transformative results in staffing and performance.