Senior Workforce Analytics Lead (WFM & Forecasting)

GEICO; Richardson (TX); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO seeks a Senior Data Insights Analyst to provide world-class analytical support for our Contact Center Workforce Management (WFM) function. You will leverage data to optimize workforce strategies, improve operational efficiency, and support decision-making across the organization.

The ideal candidate will have deep knowledge of contact center operations, strong data analytics skills, and experience with SQL, Power BI, Excel, and WFM platforms such as AWS Connect, NICE, and Alvaria.

Qualifications

• Bachelor’s degree in data analytics or related field.
• Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles.
• Experience with data visualization and SQL-based reporting.

Responsibilities

• Collect, process, and analyze contact center data to identify trends and insights for WFM.
• Develop reports and dashboards to present KPIs and operational metrics to stakeholders.
• Collaborate with WFM leaders to build data-driven staffing models and intraday management.

Skills

SQL

Power BI

Excel

Data analytics

Education

Bachelor’s degree in data analytics / related field

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO seeks a Senior Data Insights Analyst to provide world-class analytical support for our Contact Center Workforce Management (WFM) function. You will leverage data to optimize workforce strategies, improve operational efficiency, and support decision-making across the organization.

The ideal candidate will have deep knowledge of contact center operations, strong data analytics skills, and experience with SQL, Power BI, Excel, and WFM platforms such as AWS Connect, NICE, and Alvaria.