Senior Manager, Workforce Optimization

GEICO

Richardson (TX)

Hybrid

USD 108,000 - 169,000

Full time

5 days ago

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Job summary

GEICO is seeking a Senior Manager of Workforce Management to lead a team of about 10 WFM professionals, delivering forecasting, scheduling, intraday, and reporting across contact channels. You’ll partner with senior leaders to align WFM initiatives with business goals, driving efficiency and customer service excellence.

The role requires 5+ years in WFM within a high-volume contact center and 4+ years in leadership, with hands-on experience in NICE WFM, AWS Connect and Alvaria, plus PowerBI and

Qualifications

Bachelor’s degree in business, Finance, Statistics, Operations Management or related field is required.
Minimum 5 years of workforce management experience in high-volume contact centers.
At least 4 years in a leadership role managing WFM teams and driving results.

Responsibilities

Lead, mentor, and develop a team of WFM professionals to meet service level goals and KPIs.
Oversee forecasting, scheduling, intraday management, and reporting across channels.
Partner with senior leaders to align WFM initiatives with business objectives.
Develop forecasts using NICE WFM, PowerBI, Oracle Strategic Planner and other tools.
Deliver data-driven insights and monthly management reviews to executives.

Skills

Leadership

Forecasting & Scheduling

Real-time management

Data analysis

Communication

Education

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

Tools

NICE WFM

AWS Connect

Alvaria

PowerBI

Excel

Job description

The role requires 5+ years in WFM within a high-volume contact center and 4+ years in leadership, with hands-on experience in NICE WFM, AWS Connect and Alvaria, plus PowerBI and

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