Senior Workforce Analytics & Forecasting Specialist

GEICO

Richardson (TX)

Hybrid

USD 80,000 - 124,000

Full time

11 hours ago

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Job summary

GEICO is seeking a Senior Data Insights Analyst to support the Contact Center Workforce Management function. You will analyze operational data, build predictive insights, and collaborate on staffing strategies to optimize performance.

The role requires strong SQL, Power BI, and Excel skills, plus experience with WFM platforms like AWS Connect, NICE, or Alvaria. This hybrid position is based in Richardson, TX, with opportunities to influence critical decisions.

Qualifications

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.
Proficiency with SQL, Power BI, Excel and data visualization tools.
Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms.

Responsibilities

Collect, process, and analyze contact center data to identify trends and insights for workforce improvements.
Perform root cause analysis on performance issues and support forecasting accuracy.
Create and maintain reports and dashboards to communicate findings to technical and non-technical audiences.
Collaborate on data-driven staffing models and intraday management strategies.