Senior Manager, Workforce Management at GEICO

**Who this is for** This role is for a seasoned operations leader with a background in contact center workforce optimization who is ready to manage a team of wo

Work type: hybrid

Location: Richardson, TX | Virginia Beach, VA | Tucson, AZ | Macon, GA | Lakeland, FL | Fredericksburg, VA

Salary: $108,000 – $169,000/yr

Type: Full-time

Summary

**Who this is for** This role is for a seasoned operations leader with a background in contact center workforce optimization who is ready to manage a team of workforce professionals and drive operational efficiency. **Key highlights** You will lead a team of approximately 10 resources responsible for forecasting, scheduling, and intraday management, utilizing advanced platforms like NICE WFM and PowerBI to improve KPIs across multiple service lines. **You might be a good fit if you...** - Possess strong leadership experience in contact center workforce management and capacity planning. - Have advanced analytical skills and the ability to present data-driven insights to senior leadership. - Are proficient in WFM tools like NICE, Alvaria, or AWS Connect to drive operational excellence. - Can successfully align workforce strategies with broader organizational goals and service level objectives.

Job Description

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose.When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

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 forward-thinking Senior Managers of Workforce Management to lead our business line verticals. This role will oversee a team of approximately 10 Workforce resources responsible for delivering optimized workforce management solutions across forecasting, scheduling, intraday management, and reporting. The ideal candidate will bring strong leadership, senior stakeholder management, advanced analytical expertise, and a proven ability to drive contact center operational excellence while aligning workforce strategies with business objectives.

Key Responsibilities:

Strategic Leadership:

• Lead, mentor, and develop a team of workforce professionals to meet and exceed service level goals and business KPIs including Average Handle Times, Abandons, and Service Levels, Average Speed of Answer, Occupancy.


• Champion workforce management best practices to enhance operational efficiency, improve service delivery, and reduce labor costs.


• Collaborate with senior leadership to align WFM initiatives with broader organizational goals and drive transformational outcomes.

• Oversee the development of precise short-term and long-term forecasts using NICE WFM, PowerBI, Oracle Strategic Planner and other predictive tools to ensure coverage for all contact channels (voice, chat, email).


• Proactively manage capacity planning to optimize staffing levels, reduce gaps, and enhance FIT (Forecast-Intraday-Trajectory) accuracy.


• Drive the creation and refinement of schedules, balancing operational needs with agent satisfaction and performance.

• Implement robust real-time management strategies to monitor contact center performance, adjust schedules dynamically, and mitigate risks impacting service levels.


• Leverage NICE WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions to maintain KPIs including Real-time Adherence.

• Conduct forward looking advanced data analysis to identify performance trends, inefficiencies, and actionable insights for operational improvement.


• Build and deliver high-impact monthly management review decks to senior leadership, ensuring clear, data-driven recommendations for improving productivity and customer experience.


• Integrate WFM metrics (SVL, ASA, adherence, occupancy) with operational goals to drive decision-making.

• Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that elevate WFM operations.


• Lead cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes.

• Serve as the key liaison between workforce management, operations, and senior leadership teams to align on staffing, performance, and business needs.


• Coordinate with senior business partners to align hiring schedules, capacity plans, and departmental initiatives to ensure seamless execution.

Education:

• Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.


• Certifications such as Certified Workforce Planning Professional (CWPP) or similar credentials are a plus.

• Minimum of 5 years of workforce management experience in a high-volume contact center environment.


• At least 4 years of leadership experience, managing workforce teams and delivering results in forecasting, scheduling, and real-time management.


• Demonstrated expertise with NICE Workforce Management (WFM), AWS Connect and Alvaria, or comparable platforms is required.


• Proven track record in staffing strategies, scheduling, and performance analysis.

• Advanced proficiency in WFM tools, predictive analytics, and data visualization platforms including PowerBI, Excel and other Microsoft tool or comparable platforms is required.


• Proven ability to analyze large, complex data sets and translate insights into actionable strategies.


• Strong knowledge of WFM metrics (e.g., SLAs, occupancy, adherence, ASA) and operational best practices.

• Exceptional ability to lead, mentor, and develop high-performing teams.


• Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.


• Highly organized with a results-driven mindset and the ability to manage multiple competing priorities in a fast-paced environment.


• Strong organizational skills with an aptitude for problem solving and decision-making.


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

$108,000 - $169,000

Work Schedule:

Hybrid - 3 days in office

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

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

The GEICO Pledge:Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.


• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.


• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.


• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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