Workforce Scheduling Senior Analyst

Position Summary

We are seeking an experienced Senior Workforce Management Scheduling Analyst to manage workforce schedules in a complex contact center environment. This role is responsible for translating forecasted demand into effective staffing plans that support service level goals, customer experience, and operational efficiency.

Key Responsibilities

• Workforce Scheduling

• Develop, publish, and maintain schedules within NICE WFM to support staffing requirements and operational objectives.
• Optimize shifts, breaks, offline activities, and staffing placement to align resources with projected demand.
• Evaluate schedule effectiveness and adjust plans to address changing business conditions, staffing gaps, and shrinkage impacts.
• Maintain schedule compliance with applicable business rules and workforce policies.

• Staffing Analysis

• Analyze staffing requirements and identify risks related to service levels, coverage, occupancy, and resource utilization.
• Provide recommendations regarding overtime, schedule changes, staffing shortages, and capacity constraints.
• Monitor workforce performance metrics and identify opportunities to improve efficiency and customer outcomes.
• Support workforce planning initiatives through data analysis and reporting.

• Stakeholder Management & Leadership

• Serve as the primary scheduling partner for Operations and Workforce Management leadership.
• Lead workforce planning, staffing review, and scheduling meetings with business stakeholders.
• Present staffing risks, recommendations, and workforce insights to leadership audiences.
• Build strong partnerships across Operations, Forecasting, Training, HR, Recruiting, and Workforce Management teams.
• Influence decisions through clear communication, business acumen, and fact-based recommendations.

• Reporting & Continuous Improvement

• Produce and maintain reporting related to staffing, schedule efficiency, adherence, shrinkage, overtime, and service levels.
• Develop executive-ready presentations that communicate workforce trends and operational impacts.
• Identify process improvements and recommend enhancements to scheduling practices and workforce management processes.
• Support initiatives that improve workforce flexibility, employee experience, and operational performance.

Experience Required

• Bachelor's degree in Business, Analytics, Operations, or related field, or equivalent experience.
• 3-5 years of Workforce Management experience in a contact center environment.
• 1+ years of hands-on scheduling experience using NICE Workforce Management.
• Experience supporting multiple lines of business and complex staffing models.
• Proven experience presenting recommendations and leading discussions with leadership teams.

Technical Skills

• Advanced proficiency with NICE WFM including: Schedule generation, Staffing analysis, Schedule optimization, Employee Engagement Manager (EEM), Real-Time Adherence.
• Moderate Excel skills.
• Experience with Power BI, Tableau, AWS Connect, Amazon Quick or similar reporting platforms.
• Strong understanding of forecasting, scheduling, shrinkage, staffing models, and service level management.

Leadership Competencies

• Strong stakeholder engagement and relationship-building skills.
• Ability to lead meetings and facilitate workforce planning discussions.
• Excellent verbal, written, and presentation skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage competing priorities in a fast-paced environment.
• Demonstrated ability to influence decisions through data and business insights.

Why Join Us

• Opportunity to work with cutting-edge technologies and innovative projects.
• Collaborative and inclusive work environment.
• Annual Salary: $52,275.00 - $101,475.00.
• The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
• At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
• The GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers.

Equal Employment Opportunity

• 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.