Senior Workforce Analytics & Forecasting Analyst

GEICO; Virginia Beach (VA); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO in Virginia Beach seeks a Senior Data Insights Analyst to support the Contact Center Workforce Management. You will leverage data to optimize staffing, forecast demand, and drive performance improvements across functions.

The role requires strong SQL, Power BI, Excel skills, and experience with WFM tools like NICE and AWS Connect. You will partner with stakeholders to translate analytics into actionable recommendations.

Qualifications

• Bachelor’s degree required 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.

Responsibilities

• Analyze contact center data to identify trends and insights to improve performance.
• Perform root cause analysis on workforce issues such as service level failures and staffing challenges.
• Collaborate with teams to develop forecasting models and optimize staffing plans.
• Create and maintain reports and dashboards to present findings to stakeholders.

Skills

Critical thinking

Communication skills

Detail-oriented

Prioritization

Education

Bachelor’s degree in data analytics, workforce management, business administration, or related field

Tools

Power BI

SQL

Excel

AWS Connect

NICE

Alvaria

Job description

GEICO in Virginia Beach seeks a Senior Data Insights Analyst to support the Contact Center Workforce Management. You will leverage data to optimize staffing, forecast demand, and drive performance improvements across functions.

The role requires strong SQL, Power BI, Excel skills, and experience with WFM tools like NICE and AWS Connect. You will partner with stakeholders to translate analytics into actionable recommendations.