Senior Data Insights Analyst — Workforce Optimization

GEICO; Fredericksburg, Northern (TX, KY); Hybrid; USD 74,000 - 124,000; Full time

Job summary

GEICO is seeking a Senior Data Insights Analyst to optimize workforce planning and performance in the Contact Center. You will leverage data to drive insights, forecasting, and staffing optimization across the organization.

Required are 4+ years in workforce analytics, strong SQL and Power BI skills, and experience with WFM platforms like AWS Connect, NICE, or Alvaria. This role offers hybrid work with in-office collaboration three days per week.

Qualifications

• Bachelor’s degree or higher in a data analytics or related field with 4+ years in workforce analytics or WFM roles.
• Strong proficiency in SQL, Power BI, Excel; experience with WFM software like AWS Connect, NICE, Alvaria.
• Excellent problem-solving, communication, and ability to simplify complex data for varied audiences.

Responsibilities

• Collect, process, and analyze contact center data to identify trends and insights.
• Develop dashboards and reports to present workforce metrics clearly.
• Collaborate with WFM leaders to build data-driven staffing models and forecasts.
• Define KPIs and benchmark performance against industry standards.
• Support integration of tools like NICE or Alvaria to improve forecasting and scheduling.

Skills

SQL

Power BI

Excel

AWS Connect

NICE

Alvaria

Predictive modeling

Data mining

Statistical analysis

Education

Bachelor’s degree in data analytics, workforce management, business administration, or related field

Job description

GEICO is seeking a Senior Data Insights Analyst to optimize workforce planning and performance in the Contact Center. You will leverage data to drive insights, forecasting, and staffing optimization across the organization.

Required are 4+ years in workforce analytics, strong SQL and Power BI skills, and experience with WFM platforms like AWS Connect, NICE, or Alvaria. This role offers hybrid work with in-office collaboration three days per week.