Senior Manager, Workforce Management & Analytics

GEICO; Fredericksburg (VA); Hybrid; USD 108,000 - 169,000; Full time

Job summary

GEICO is seeking a Senior Managers of Workforce Management to lead a team of approximately 10 WFM professionals responsible for forecasting, scheduling, intraday management, and reporting across multiple contact channels. You will drive operational excellence and align WFM strategies with business objectives.

The role requires 5+ years in WFM with strong leadership and expertise in NICE WFM, AWS Connect, and Alvaria. Hybrid work schedule and collaboration with senior leaders are expected.

Qualifications

• Minimum of 5 years of workforce management experience in a high-volume contact center environment.
• At least 4 years of leadership experience managing workforce teams and delivering forecasting, scheduling, and real-time management results.
• Proven expertise with NICE WFM, AWS Connect and Alvaria, or comparable platforms.

Responsibilities

• Lead, mentor, and develop a team of workforce professionals to meet service levels and KPIs.
• Oversee forecasts, schedules, intraday management, and reporting across channels.
• Implement real-time management strategies to monitor performance and adjust schedules.

Skills

Leadership

Forecasting

Real-time management

Data analysis

Communication

Education

Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field

CWPP certification (preferred)

Tools

NICE WFM

AWS Connect

Alvaria

PowerBI

Excel

Oracle Strategic Planner

Job description

GEICO is seeking a Senior Managers of Workforce Management to lead a team of approximately 10 WFM professionals responsible for forecasting, scheduling, intraday management, and reporting across multiple contact channels. You will drive operational excellence and align WFM strategies with business objectives.

The role requires 5+ years in WFM with strong leadership and expertise in NICE WFM, AWS Connect, and Alvaria. Hybrid work schedule and collaboration with senior leaders are expected.