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 leveraging cutting-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 highly skilled and motivated Senior level Workforce Management (WFM) Manager to oversee the daily operations of a workforce management team. This role focuses on scheduling, forecasting, real-time performance monitoring, process transformation, and providing forward thinking actionable data insights to optimize agent productivity, customer satisfaction and enhance customer service goals across a line of business consisting of up to 3000 agents. The senior WFM Supervisor will act as a key liaison between workforce management, operations, and leadership to ensure operational excellence.

Key Responsibilities:

Team and Task Management:

·As a Manager, oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment.

·Lead performance monitoring and feedback sessions to foster continuous team development.

·Build and maintain a positive, high-morale work environment that promotes accountability and engagement.

Forecasting and Scheduling:

·Develop, refine, and maintain optimized schedules to meet service level agreements (SLAs) across multiple lines of business.

·Collaborate with WFM Managers and operational leaders to ensure accurate short-term and long-term capacity plans.

Intraday and Real-Time Management:

·Monitor multiple LOB real-time performance, adjusting workforce plans and schedules dynamically to maintain efficiency.

·Track adherence and identify opportunities to improve service levels through proactive solutions.

Performance Insights and Reporting:

·Prepare and deliver to leadership accurate performance reports on key metrics, including productivity, adherence, and attendance.

·Leverage data insights to identify workflow inefficiencies and trends that impact service levels, providing forward thinking actionable recommendations to leadership.

Training and Development:

·Facilitate skill development for several LOB director, managers, and supervisor team members on WFM tools and processes, ensuring technical proficiency and continuous improvement.

·Provide ongoing coaching to the WFM team to enhance performance and career development.

Process Improvement and Compliance:

·Identify and drive process transformation to streamline workflows, increase efficiency, and enhance operational performance.

·Ensure compliance with company policies, regulatory standards, and operational procedures.

Stakeholder Collaboration:

·Serve as a point of contact between WFM, operations, and senior leadership to align workforce strategies with business goals.

·Effectively communicate data insights and recommendations to technical and non-technical audiences.

Qualifications:

·Minimum of 4 years of experience in workforce management within a contact center environment.

·At least 3 years of leadership or supervisory experience managing WFM teams.

·Proven expertise in scheduling, forecasting, and intraday management using workforce management platforms such as NICE, Alvaria/Aspect, or other WFM platforms.

·Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to act proactively in a fast-paced, dynamic environment.

·Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders at all levels.

·Demonstrated ability to identify process gaps, develop innovative solutions, and drive continuous transformational improvement.

·Proficiency in analyzing workforce metrics (e.g., adherence, occupancy, ASA, service level) to identify trends and implement forward thinking strategies.

·Technical proficiency NICE WFM, Alvaria, PowerBI, Microsoft Excel, Oracle Planning Tools, IBM Planning Analytics (TM1) or similar reporting tools, and workforce management software.

·Proven ability to mentor and develop team members, fostering a culture of accountability and excellence.

·Bachelor’s degree in business, Finance, Operations Management, or a related field.

·Capacity to adapt to rapidly changing business needs and workforce dynamics.

Compensation:

$97,000 - $151,000

Work Schedule:

Hybrid - 3 days in office

Relocation:

May be available

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Assistance
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.