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 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 3 years 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
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.