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 analytical and detail-oriented Senior level Short-Term Workforce Management Forecaster to join our team. This role is critical in providing data-driven staffing forecasts over a rolling 1–6-week period for a dynamic and fast-paced environment with up to 3,000 associates. The position ensures that workforce capacity aligns with business goals, optimizes resource allocation, and supports operational success.
As a key senior contributor to the Workforce Management team, the forecaster will analyze historical data, emerging trends, and business drivers to deliver actionable insights. Collaborating with stakeholders, the role ensures transparent communication of forecasts, identifies potential risks, and develops innovative solutions to meet service demands effectively and efficiently.
Key Responsibilities:
Forecasting and Analysis:
As a senior level short-term forecaster, analyze historical data, emerging trends, and business drivers to predict workload demand for the next 1–6 weeks.
Adjust forecasts based on dynamic factors, including promotional activities, seasonal trends, and unexpected events.
Collaborate with long-term planners to ensure seamless integration of short-term and strategic workforce plans.
Monitor staff availability, skill sets, and productivity levels to allocate resources effectively and maintain SLAs.
Identify and escalate risks related to staffing shortages or workload surges to ensure proactive issue resolution.
Provide actionable short-term performance insights and recommendations to management.
Resource Management and Planning:
Recommend workforce adjustments, such as overtime, voluntary time off, or alternative staffing solutions, to meet immediate needs.
Develop and refine staffing plans that optimize resource allocation while maintaining cost-efficiency and service quality.
Partner with cross-functional teams to address workload imbalances and ensure smooth day-to-day operations.
Collaboration and Communication:
Act as a key liaison between operations, workforce management, and senior leadership to align short-term staffing strategies with organizational goals.
Clearly communicate staffing changes and their operational impact to relevant stakeholders.
Foster strong relationships across departments to enhance visibility and alignment of workforce plans.
Qualifications:
Education and Experience:
Bachelor’s degree in business administration, Workforce Management, Data Analytics, or a related field.
Minimum of 3 years of experience in workforce planning, forecasting, or contact center operations.
Proven ability to manage short-term forecasting processes in a high-paced environment.
Technical Skills:
Proficiency in WFM software (e.g., NICE, Alvaria) and analytical tools like Power BI, Excel, or Tableau.
Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
Experience with scenario modeling, variance analysis, and predictive analytics.
Soft Skills:
Exceptional communication and collaboration skills, with the ability to engage and influence stakeholders at all levels.
Highly organized, detail-oriented, and capable of managing competing priorities.
Strategic mindset with the ability to anticipate challenges and develop proactive solutions.
Compensation:
$71,000 - $111,000
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
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 Leave401(k) PlanTuition AssistancePaid 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.