Senior Manager, Workforce Management & Forecasting

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

Job summary

GEICO is seeking a Senior Manager of Workforce Management to lead a team of approximately 10 WFM professionals responsible for delivering optimized solutions across forecasting, scheduling, intraday management, and reporting.

The ideal candidate will bring strong leadership, senior stakeholder management, advanced analytical expertise, and a proven ability to drive contact center operational excellence while aligning workforce strategies with business objectives.

Qualifications

• Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
• Certifications such as CWPP or similar credentials are a plus.
• Minimum of 5 years of workforce management experience in a high-volume contact center.
• At least 4 years of leadership experience managing workforce teams.

Responsibilities

• Lead, mentor, and develop a team of workforce professionals to meet service level goals and KPIs.
• Champion WFM best practices to enhance efficiency and reduce labor costs.
• Collaborate with senior leadership to align WFM initiatives with organizational goals.
• Develop short- and long-term forecasts using NICE WFM, PowerBI, and other tools.

Skills

Leadership

Forecasting

Data analysis

Communication

Stakeholder management

Education

Bachelor's degree (Business/Finance/Stats/Operations)

Tools

NICE WFM

PowerBI

AWS Connect

Alvaria

Oracle Strategic Planner

Job description

GEICO is seeking a Senior Manager of Workforce Management to lead a team of approximately 10 WFM professionals responsible for delivering optimized solutions across forecasting, scheduling, intraday management, and reporting.

The ideal candidate will bring strong leadership, senior stakeholder management, advanced analytical expertise, and a proven ability to drive contact center operational excellence while aligning workforce strategies with business objectives.