Senior Analyst

GEICO is leading the charge in delivering superior customer service across our Contact Center operations, supporting over 9,000 agents in our Auto Service, Sales, Claims, Commercial, and Recreational product lines. We are committed to transformation, operational excellence and leveragingcutting-edge workforce management strategies, including the NICE WFM platform, PowerBI, Alvaria/Aspect, AWS Connect, to transform our contact center performance.

Position Overview:

We are seeking a detail-oriented and proactive Senior Workforce Management Scheduler to create and maintain efficient employee schedules that align with forecasted workload demands. This role is critical in ensuring adequate staffing to meet operational goals, maintain service levels, and optimize labor costs while balancing business needs with employee satisfaction. By incorporating employee availability and preferences, the Senior Workforce Management Scheduler plays a pivotal role in fostering a positive work environment and ensuring operational efficiency in a fast-paced, dynamic setting.

Key Responsibilities:

Scheduling Development and Execution:

• As a senior level workforce scheduler, Develop and maintain schedules based on forecasted workload demands to meet service level agreements (SLAs) and operational efficiency goals.

• Optimize shift patterns, break allocations, and resource coverage for peak periods, unplanned absences, and evolving business requirements.

• Proactively manage scheduling adjustments to balance workload demands and employee availability.

Real-Time Adjustments:

• Monitor real-time adherence and dynamically adjust schedules to address variances between actual and forecasted workloads.

• Recommend and implement short-term solutions, such as overtime, shift swaps, or temporary staffing, to address immediate needs.

Employee-Centric Scheduling:

• Incorporate employee availability, preferences, and skill sets into scheduling processes to promote fairness and satisfaction.

• Communicate schedule changes effectively to employees, resolving conflicts in a timely and professional manner.

Data Analysis and Reporting:

• Utilize workforce management tools to analyze historical data and enhance scheduling accuracy.

• Generate detailed reports on scheduling efficiency, adherence, shrinkage, and overtime utilization.

• Monitor key performance metrics and identify actionable insights to improve workforce scheduling practices.

Collaboration and Stakeholder Engagement:

• Work closely with the forecasting team to align schedules with workload predictions.

• Partner with operations managers and HR to address staffing challenges and implement solutions that support employee engagement and business needs.

Qualifications:

Education and Experience:

• Bachelor’s degree in business administration, Data Analytics, or a related field, or equivalent work experience.

• Minimum of 3years of experience in workforce management, scheduling, or a related analytical role.

Technical Skills:

• Proficiency in workforce management software (e.g., NICE, Alvaria, AWS) and advanced Excel or data visualization tools (e.g., Power BI, Tableau).

• Strong understanding of forecasting, scheduling, and workforce optimization techniques.

Soft Skills:

• Excellent problem-solving and analytical abilities with a focus on delivering actionable results.

• Strong communication skills, with the ability to present data and recommendations to stakeholders.

• Highly organized and detail-oriented, capable of managing competing priorities in a fast-paced environment.

• Collaborative and adaptable, with a proactive approach to addressing challenges.

Compensation:

$56,000 - $88,000

Work Schedule:

Hybrid - 3 days in office

Relocation:

Relocation may be offered

Location:

This posting is open to candidates in the following areas: Richardson, TX, Lakeland, FL, Macon, GA, Virginia Beach, VA, Tucson, AZ and Fredericksburg, VA