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 highly skilled and motivated Senior Data Insights Analysts to provide world-class analytical support for our Contact Center Workforce Management (WFM) function. In this role, you will leverage data to optimize workforce strategies, improve operational efficiency, and support decision-making across the organization. The ideal candidate will have a deep understanding of contact center operations, data analytics, strong technical skills, and a collaborative mindset, driving transformative results in workforce planning and performance.
Key Responsibilities:
Data Analysis & Insights:
As a Senior analyst, collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights that drive future proof operational improvements.Conduct root cause analysis on workforce performance issues, such as service level failures and staffing challenges.Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans.Reporting & Visualization:
Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools to present complex data in a clear and actionable format.Ensure the accuracy and consistency of workforce metrics across all reporting processes.Translate actionable analytical findings into recommendations for stakeholders, tailoring communication for both technical and non-technical audiences.Workforce Planning Support:
Collaborate with WFM leaders to develop data-driven staffing models, ensuring alignment with business goals and operational needs.Provide analytical insights to support short-term and long-term workforce planning, scheduling, and intraday management.Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management.Performance Metrics & Optimization:
Define, track, and analyze key performance indicators (KPIs) for workforce efficiency, service levels, and operational effectiveness.Identify and recommend process improvements to streamline WFM operations and enhance productivity.Benchmark performance against industry standards to inform workforce strategies.Technology Utilization:
Leverage advanced workforce management tools and data (e.g., NICE, Alvaria, or similar platforms) to enhance forecasting, scheduling, and reporting.Utilize data analytics software and HR platforms to increase the accuracy and usability of workforce data.Support the integration of new tools, processes, and technologies to improve operational scalability and data-driven decision-making.Qualifications:
Education & Experience:
Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field.Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles.Technical Skills:
Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools.Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms.Familiarity with predictive modeling, data mining, and statistical analysis.Soft Skills:
Strong critical thinking, problem-solving, and decision-making abilities.Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences.A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment.Compensation:
$80,000 - $124,000
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 and Virginia Beach, VA, Tucson, AZ, 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.