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 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 Senior level Strategic Long-Term Workforce Capacity Planner / Forecaster to join our contact center Workforce Management (WFM) team. This forward-thinking role is pivotal in driving long-term forecasting and capacity planning strategies that align with organizational goals, enabling operational excellence and ensuring the scalability of our contact center operations. The ideal candidate will leverage advanced data analytics, forecasting tools, and strategic planning methodologies to optimize resource allocation, mitigate risks, and support growth.
Key Responsibilities:
Strategic Leadership:
As a senior on the team, champion workforce planning best practices to enhance long-term operational efficiency, improve service delivery, and reduce costs.Collaborate with senior leadership across the enterprise to align long-term WFM strategies with organizational objectives and transformational outcomes.Drive proactive capacity planning initiatives to mitigate risks and identify opportunities for scaling workforce capabilities.Forecasting Excellence:
Oversee the development of long-term workload forecasts using tools such as NICE WFM, AWS Connect, Power BI, and Oracle predictive analytics platforms.Create multi-year capacity models to align workforce needs with business growth, ensuring coverage across all contact channels (voice, chat, email, etc.).Conduct variance analysis between actuals and forecasts, identifying trends and recommending improvements.Capacity Management:
Proactively manage and refine capacity plans to align staffing levels with anticipated demand.Develop strategic hiring and resource strategies to address forecasted staffing gaps.Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation.Performance Insights and Reporting:
Conduct in-depth forward-thinking data analysis to identify performance trends and actionable insights for operational improvement.Design and deliver workforce dashboards and KPI reports, ensuring data accuracy and quality.Provide monthly, quarterly, and yearly reviews of forecasting performance, including scenario planning and recommendations for improvement.Process Innovation and Technology Utilization:
Identify opportunities to streamline forecasting processes, enhance automation, and adopt innovative workforce planning technologies.Collaborate with cross-functional teams to implement advanced tools that elevate forecasting accuracy and effectiveness.Collaboration and Stakeholder Management:
Serve as the key senior liaison between WFM, operations, and senior leadership to ensure alignment on workforce strategies and priorities.Partner with HR, facilities, finance, and recruitment teams to align hiring plans with long-term capacity goals.Facilitate communication and reporting with stakeholders, ensuring transparency and alignment across teams.Qualifications:
Education:
Bachelor’s degree in finance, Business Administration, Data Analytics, Statistics or a related field.Experience:
Minimum of 5 years of experience in workforce management, long-term forecasting, or strategic planning within a contact center environment.Demonstrated success in building and refining multi-year forecasting and capacity models.Technical Skills:
Proficiency in workforce management tools (e.g., NICE, Alvaria), Microsoft Excel, Power BI, and SQL.Experience with predictive modeling, scenario planning, and advanced analytics.Soft Skills:
Exceptional critical thinking and problem-solving skills.Strong communication skills, with the ability to present complex data to diverse audiences.Detail-oriented and highly organized, with a strategic mindset and the ability to manage competing priorities.Compensation:
$80,000 - $124,000
Work Schedule:
Hybrid - 3 days in office
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.