What are the responsibilities and job description for the Manager, Workforce Management position at GEICO?
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 highly skilled and motivated Senior level Workforce Management (WFM) Manager to oversee the daily operations of a workforce management team. This role focuses on scheduling, forecasting, real-time performance monitoring, process transformation, and providing forward thinking actionable data insights to optimize agent productivity, customer satisfaction and enhance customer service goals across a line of business consisting of up to 3000 agents. The senior WFM Supervisor will act as a key liaison between workforce management, operations, and leadership to ensure operational excellence.
Key Responsibilities :
Team and Task Management :
- As a Manager, oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment.
- Lead performance monitoring and feedback sessions to foster continuous team development.
- Build and maintain a positive, high-morale work environment that promotes accountability and engagement.
Forecasting and Scheduling :
Intraday and Real-Time Management :
Performance Insights and Reporting :
Training and Development :
Process Improvement and Compliance :
Stakeholder Collaboration :
Qualifications :
Compensation : 97,000 - $151,000
Work Schedule :
Hybrid - 3 days in office
Relocation : May be available
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits :
As an Associate, you'll enjoy our Total Rewards Program
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.
Salary : $97,000 - $151,000
