Senior Workforce Analytics & Insights Analyst (Hybrid)

Geico

Virginia Beach (VA)

Hybrid

USD 80,000 - 124,000

Full time

4 days ago

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Job summary

GEICO is seeking a Senior Data Insights Analyst to deliver world-class analytical support for Contact Center WFM. You will analyze operational data, identify trends, and drive data-driven staffing decisions across teams.

The role emphasizes forecasting accuracy, reporting, and actionable insights for performance improvements. The ideal candidate will have 4+ years in workforce analytics, strong skills in SQL, Power BI, and Excel, and experience with AWS Connect, NICE, or Alvaria.

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 in SQL, Power BI, Excel, and other data analytics/visualization tools.
Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms.
Familiarity with predictive modeling, data mining, and statistical analysis.
Strong communication skills and ability to translate data to non-technical audiences.

Responsibilities

Collect, process, and analyze contact center data to identify trends and insights.
Create reports and dashboards using SQL, Power BI, Excel, and other tools.
Support short- and long-term workforce planning, scheduling, and intraday management.
Define and analyze KPIs for workforce efficiency and service levels.
Leverage WFM tools to improve forecasting, scheduling, and data-driven decisions.