Senior Data Insights & WFM Analyst

GEICO; Fredericksburg (VA); Hybride; USD 80 000 - 124 000; Plein temps

Résumé du poste

GEICO seeks a Senior Data Insights Analyst to support our Contact Center Workforce Management (WFM) function. You will leverage data to optimize staffing, forecast demand, and drive actionable insights for decision-makers.

The role requires strong SQL, Power BI, and Excel skills, plus experience with WFM tools like NICE or Alvaria. Hybrid work arrangement and a collaborative team environment are offered.

Qualifications

• Bachelor’s degree in data analytics, workforce management, business administration or related field.
• Minimum of 4 years in workforce analytics, contact center or WFM roles.
• Proficiency in SQL, Power BI, Excel and data visualization tools.
• Experience with WFM platforms such as AWS Connect, NICE or Alvaria.

Responsabilités

• Analyze contact center data to identify trends and actionable insights.
• Create reports and dashboards using SQL, Power BI, Excel and presentation tools.
• Develop data-driven staffing models and support intraday planning.
• Define KPIs for workforce efficiency and benchmarking against standards.
• Leverage workforce management tools to forecast, schedule and report.

Connaissances

Critical thinking

Problem solving

Communication

Formation

Bachelor’s degree in data analytics or related field

Outils

AWS Connect

NICE

Alvaria

Power BI

Description du poste

GEICO seeks a Senior Data Insights Analyst to support our Contact Center Workforce Management (WFM) function. You will leverage data to optimize staffing, forecast demand, and drive actionable insights for decision-makers.

The role requires strong SQL, Power BI, and Excel skills, plus experience with WFM tools like NICE or Alvaria. Hybrid work arrangement and a collaborative team environment are offered.