Senior Manager, Workforce Management

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.

Forecasting and Scheduling Excellence:

• 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.

Intraday and Real-Time Management:

• 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.

Performance Insights and Reporting:

• 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.

Process Optimization and Innovation:

• 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.

Collaboration and Stakeholder Management:

• 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.

Qualifications:

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.

Experience:

• 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.

Technical and Analytical Skills:

• 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.

Leadership and Communication:

• 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.

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 Leave
• 401(k) Plan
• Tuition Assistance
• Paid 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.