Senior Manager, Workforce Optimization & Intraday

Geico

Tucson (AZ)

Hybrid

USD 108,000 - 169,000

Full time

6 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

GEICO is seeking a Senior Manager of Workforce Management to guide a team of approximately 10 WFM professionals across forecasting, scheduling, intraday management, and reporting. You will drive strategic initiatives to optimize labor and service levels across multiple contact channels, partnering with senior leadership to align WFM with business goals.

The role emphasizes leadership, advanced analytics, and stakeholder management, with a focus on improving productivity, customer experience, and

Qualifications

Bachelor's degree in a related field or equivalent experience.
5+ years in high-volume contact center workforce management.
Leadership experience managing WFM teams and delivering results.
Proven expertise with NICE WFM, AWS Connect and Alvaria or comparable platforms.
Strong analytical skills with data visualization (PowerBI, Excel).

Responsibilities

Lead and mentor a team of ~10 WFM professionals to meet service level goals and KPIs.
Oversee forecasting and scheduling using NICE WFM, PowerBI, and Oracle Strategic Planner.
Manage intraday and real-time operations to maintain KPIs like AHT, Abandon rate, and occupancy.
Deliver data-driven insights via monthly management reviews.
Collaborate with senior leaders to align WFM with business objectives.