Senior Workforce Analytics & Forecasting Lead

GEICO; Getzville (NY); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO seeks a Senior Data Insights Analyst to provide analytical support for Contact Center Workforce Management. You will leverage data to optimize workforce strategies, improve efficiency, and guide decision-making across the organization.

The ideal candidate has deep knowledge of contact center operations, strong data analytics skills, and a collaborative mindset to drive transformative results in workforce planning and performance. Hybrid work arrangement with in-office days.

Qualifications

• Bachelor’s degree in a relevant field and 4+ years in workforce analytics or WFM roles.
• Proficiency in SQL, Power BI, Excel and data visualization tools.
• Experience with predictive modeling and data mining is a plus.

Responsibilities

• Analyze contact center data to identify trends, patterns, and actionable insights.
• Develop and maintain reports and dashboards using SQL, Power BI, Excel, and presentation tools.
• Collaborate on data-driven staffing models and short/long-term forecasting.
• Define and track KPIs for workforce efficiency and operational effectiveness.
• Leverage WFM tools (NICE/Alvaria/AWS Connect) for forecasting, scheduling, and reporting.

Skills

Data analytics

SQL

Power BI

Excel

Forecasting

Communication

Critical thinking

Education

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

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO seeks a Senior Data Insights Analyst to provide analytical support for Contact Center Workforce Management. You will leverage data to optimize workforce strategies, improve efficiency, and guide decision-making across the organization.

The ideal candidate has deep knowledge of contact center operations, strong data analytics skills, and a collaborative mindset to drive transformative results in workforce planning and performance. Hybrid work arrangement with in-office days.