Senior Workforce Analytics Lead (Hybrid WFM)

GEICO; United States; Hybrid; USD 80,000 - 124,000; Full time

Job summary

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

In this hybrid role across multiple U.S. locations, you will develop predictive models, build dashboards, and translate insights into actionable recommendations for stakeholders, driving staffing

Qualifications

• Bachelor’s degree in data analytics or a related field.
• Minimum of 4 years in workforce analytics, contact center operations, or WFM-related roles.
• Proficiency in SQL, Power BI, Excel, and other data analytics/visualization tools.

Responsibilities

• Collect, process, and analyze contact center data to identify trends, patterns, and actionable insights.
• Collaborate on predictive models to improve forecasting accuracy and staffing plans.
• Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, and related tools.
• Support data-driven short-term and long-term workforce planning and intraday management.

Skills

SQL

Power BI

Excel

Data analytics

Forecasting

Communication

Education

Bachelor’s degree in data analytics

Tools

AWS Connect

NICE

Alvaria

Job description

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

In this hybrid role across multiple U.S. locations, you will develop predictive models, build dashboards, and translate insights into actionable recommendations for stakeholders, driving staffing