What are the responsibilities and job description for the Senior Planner, Strategic Workforce Planning 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 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 :
Capacity Management :
Performance Insights and Reporting :
Process Innovation and Technology Utilization :
Collaboration and Stakeholder Management :
Qualifications : Education :
Experience :
Technical Skills :
Soft Skills :
Compensation : 80,000 - $124,000
Work Schedule :
Hybrid - 3 days in office
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 : $80,000 - $124,000
