Senior Workforce Analytics & Forecasting Analyst

GEICO; Tucson (AZ); Híbrido; USD 66.000 - 129.000; Tempo integral

Resumo da vaga

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

The ideal candidate has deep knowledge of contact center operations, data analytics, and strong technical skills. The role requires collaboration with cross-functional teams and a proactive, detail-oriented

Qualificações

• Bachelor's degree in data analytics, workforce management, business administration, or related field.
• Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles.

Responsabilidades

• Collect, process, and analyze contact center data to identify trends, patterns, and insights driving improvements.
• Conduct root cause analysis on workforce performance issues such as service level failures and staffing challenges.
• Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans.

Conhecimentos

SQL

Power BI

Excel

Predictive modeling

Data mining

Statistical analysis

Formação

Bachelor's degree in data analytics

Ferramentas

AWS Connect

NICE

Alvaria

Descrição da vaga

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

The ideal candidate has deep knowledge of contact center operations, data analytics, and strong technical skills. The role requires collaboration with cross-functional teams and a proactive, detail-oriented