Senior Manager, Workforce Optimization (Hybrid)

GEICO; Lakeland (FL); Hybrid; USD 108,000 - 169,000; Full time

Job summary

GEICO is seeking a Senior Managers of Workforce Management to lead a team of about 10 resources delivering forecasting, scheduling, intraday management, and reporting across multiple contact channels. The role emphasizes strategic leadership, analytics, and collaboration with senior stakeholders.

The ideal candidate has 5+ years in WFM, 4+ years in leadership, and proficiency with NICE WFM, AWS Connect and Alvaria.

Qualifications

• Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
• Certifications such as Certified Workforce Planning Professional (CWPP) or similar credentials are a plus.

Responsibilities

• Lead, mentor, and develop a team of workforce professionals to meet and exceed service level goals and business KPIs including Average Handle Times, Abandons, and Service Levels, Average Speed of Answer, Occupancy.
• Champion workforce management best practices to enhance operational efficiency, improve service delivery, and reduce labor costs.
• Collaborate with senior leadership to align WFM initiatives with broader organizational goals and drive transformational outcomes.
• Oversee the development of precise short-term and long-term forecasts using NICE WFM, PowerBI, Oracle Strategic Planner and other predictive tools to ensure coverage for all contact channels.
• Proactively manage capacity planning to optimize staffing levels, reduce gaps, and enhance FIT accuracy.
• Drive the creation and refinement of schedules, balancing operational needs with agent satisfaction and performance.
• Implement robust real-time management strategies to monitor contact center performance, adjust schedules dynamically, and mitigate risks impacting service levels.
• Leverage NICE WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions to maintain KPIs including Real-time Adherence.
• Conduct forward looking advanced data analysis to identify performance trends, inefficiencies, and actionable insights for operational improvement.
• Build and deliver high-impact monthly management review decks to senior leadership, ensuring clear, data-driven recommendations for improving productivity and customer experience.
• Integrate WFM metrics (SVL, ASA, adherence, occupancy) with operational goals to drive decision-making.
• Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that elevate WFM operations.
• Lead cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes.

Skills

Leadership

Stakeholder management

Data analysis

Forecasting

Real-time management

Communication

Problem solving

Project management

Education

Bachelor’s degree in business/finance/statistics/OM

CWPP certification

Tools

NICE WFM

AWS Connect

Alvaria

PowerBI

Oracle Strategic Planner

Excel

Job description

GEICO is seeking a Senior Managers of Workforce Management to lead a team of about 10 resources delivering forecasting, scheduling, intraday management, and reporting across multiple contact channels. The role emphasizes strategic leadership, analytics, and collaboration with senior stakeholders.

The ideal candidate has 5+ years in WFM, 4+ years in leadership, and proficiency with NICE WFM, AWS Connect and Alvaria.