Senior Manager, Workforce Management
About the role
Why Join GEICO? 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 on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. 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.
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