Senior Manager, Workforce Management (Hybrid)

Government Employees Insurance Company; Dallas (TX); Hybrid; USD 108,000 - 169,000; Full time

Job summary

GEICO in Richardson, TX seeks a Senior Manager of Workforce Management to lead a team delivering forecasting, scheduling, intraday management and reporting across contact channels. The ideal candidate drives operational excellence with strong leadership and stakeholder management.

This role utilizes NICE WFM, PowerBI, Oracle Planner and other tools to optimize coverage, capacity planning and KPIs, with a hybrid schedule (3 days in office).

Qualifications

• Bachelor’s degree in business, finance, statistics, operations management or related field.
• CWPP certification or similar credentials are a plus.
• Minimum 5 years of workforce management experience in a high-volume contact center.
• At least 4 years of leadership experience managing workforce teams.
• Proven expertise with NICE WFM, AWS Connect and Alvaria or comparable platforms.
• Proficiency in WFM tools, predictive analytics and data visualization (PowerBI, Excel).
• Strong knowledge of WFM metrics and best practices.
• Excellent leadership and communication skills.

Responsibilities

• Lead and develop a team of workforce professionals to meet service level goals and KPIs.
• Champion WFM best practices to improve efficiency and service delivery.
• Collaborate with senior leadership to align WFM initiatives with business goals.
• Develop accurate short- and long-term forecasts using NICE WFM, PowerBI, Oracle Planner.
• Manage capacity planning and optimize staffing levels.
• Create and refine schedules balancing operations and agent satisfaction.
• Monitor real-time performance and adjust schedules to protect service levels.
• Analyze trends and provide actionable insights for improvement.
• Deliver monthly management review decks with data-driven recommendations.

Skills

Leadership

Stakeholder management

Forecasting

Scheduling

Real-time management

Data analysis

Communication skills

Problem solving

Education

Bachelor’s degree in business/finance/ops

CWPP certification (plus)

Tools

NICE WFM

PowerBI

Oracle Strategic Planner

AWS Connect

Alvaria

Excel

Job description

GEICO in Richardson, TX seeks a Senior Manager of Workforce Management to lead a team delivering forecasting, scheduling, intraday management and reporting across contact channels. The ideal candidate drives operational excellence with strong leadership and stakeholder management.

This role utilizes NICE WFM, PowerBI, Oracle Planner and other tools to optimize coverage, capacity planning and KPIs, with a hybrid schedule (3 days in office).