Senior Workforce Analytics & Forecasting Analyst

Government Employees Insurance Company; Dallas (TX); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO is seeking a Senior Data Insights Analyst to provide analytical support for the Contact Center Workforce Management (WFM) function. You will analyze data to optimize workforce strategies, support forecasting, and improve operational efficiency across the organization.

The role requires strong data analytics skills, experience with WFM platforms, and collaborative communication across technical and non-technical stakeholders. Hybrid schedule; 3 days in office, in Dallas area.

Qualifications

• Bachelor’s degree in data analytics, workforce management, business administration, or a related field.
• Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools.
• Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms.

Responsibilities

• Data Analysis & Insights: collect, process, and analyze contact center data to identify trends and actionable insights; conduct root cause analysis on performance issues; support forecasting improvements.
• Reporting & Visualization: create and maintain reports/dashboards using SQL, Power BI, Excel, and presentation tools; ensure metric accuracy and cross-team clarity.
• Workforce Planning Support: assist in data-driven staffing models; support short/long-term planning, scheduling, and intraday management.
• Performance Metrics & Optimization: define and analyze KPIs for efficiency and service levels; propose process improvements and benchmark against standards.
• Technology Utilization: leverage WFM tools to enhance forecasting, scheduling, and reporting; support integration of new data tools.

Skills

SQL

Power BI

Excel

Data analytics

Forecasting

Education

Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO is seeking a Senior Data Insights Analyst to provide analytical support for the Contact Center Workforce Management (WFM) function. You will analyze data to optimize workforce strategies, support forecasting, and improve operational efficiency across the organization.

The role requires strong data analytics skills, experience with WFM platforms, and collaborative communication across technical and non-technical stakeholders. Hybrid schedule; 3 days in office, in Dallas area.