Senior Workforce Management Leader — Hybrid & Data-Driven

GEICO; Virginia Beach (VA); Hybrid; USD 108,000 - 169,000; Full time

Benefits offered by this job

Competitive pay

Benefits

Flexible work arrangements

Job summary

GEICO, a Berkshire Hathaway company, seeks a Senior Manager of Workforce Management to oversee a team of about 10 WFM professionals across forecasting, scheduling, intraday management, and reporting. You will lead strategic WFM initiatives that improve service levels, occupancy, and cost efficiency while partnering with senior leaders to drive organizational goals.

The role requires strong leadership, advanced analytics, and experience with NICE WFM, PowerBI, and multi-channel contact centers.

Qualifications

• Minimum 5 years of workforce management experience in a high-volume contact center.
• At least 4 years of leadership experience managing workforce teams in forecasting, scheduling, and real-time management.
• Demonstrated expertise with NICE WFM, AWS Connect and Alvaria or comparable platforms.
• Proven track record in staffing strategies, scheduling, and performance analysis.

Responsibilities

• Lead, mentor, and develop a team of workforce professionals to meet service level goals and KPIs.
• Champion workforce management best practices to enhance operational efficiency and reduce labor costs.
• Collaborate with senior leadership to align WFM initiatives with broader organizational goals.
• Oversee forecasting, scheduling, intraday management, and reporting across channels.

Skills

Leadership

Forecasting

Scheduling

WFM Tools

PowerBI

Excel

Stakeholder Mgmt

Real-time Mgmt

Education

Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field

CWPP certification or similar credentials

Tools

NICE WFM

AWS Connect

Alvaria

PowerBI

Oracle Strategic Planner

Excel

Job description

GEICO, a Berkshire Hathaway company, seeks a Senior Manager of Workforce Management to oversee a team of about 10 WFM professionals across forecasting, scheduling, intraday management, and reporting. You will lead strategic WFM initiatives that improve service levels, occupancy, and cost efficiency while partnering with senior leaders to drive organizational goals.

The role requires strong leadership, advanced analytics, and experience with NICE WFM, PowerBI, and multi-channel contact centers.