Senior Workforce Insights & Forecasting Analyst

GEICO; Tucson (AZ); Hybrid; USD 80,000 - 124,000; Full time

Job summary

GEICO is seeking a Senior Data Insights Analyst to optimize our Contact Center Workforce Management. You will analyze operational data, build predictive models, and deliver insights that drive staffing efficiency and service levels.

The role emphasizes collaboration with stakeholders, dashboarding, and data-driven decision support. The ideal candidate has strong SQL and Power BI skills, hands-on experience with WFM platforms, and a track record of turning complex data into actionable

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 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.

Responsibilities

• Collect, process, and analyze contact center data to identify trends and insights.
• Create reports and dashboards using SQL, Power BI, Excel, and related tools.
• Develop data-driven staffing models and support intraday planning.
• Define KPIs and benchmark performance against industry standards.
• Leverage workforce management tools to improve forecasting and scheduling.

Skills

SQL

Power BI

Excel

Predictive modeling

Education

Bachelor’s degree in data Analytics

Tools

AWS Connect

NICE

Alvaria

Job description

GEICO is seeking a Senior Data Insights Analyst to optimize our Contact Center Workforce Management. You will analyze operational data, build predictive models, and deliver insights that drive staffing efficiency and service levels.

The role emphasizes collaboration with stakeholders, dashboarding, and data-driven decision support. The ideal candidate has strong SQL and Power BI skills, hands-on experience with WFM platforms, and a track record of turning complex data into actionable