GEICO
Overview
Senior Planner, Strategic Workforce Planning at GEICO. Role focuses on long-term forecasting and capacity planning for the contact center WFM team, with emphasis on data analytics, forecasting tools, and strategic planning to optimize resource allocation and support growth. Responsibilities
Champion workforce planning best practices to enhance long-term operational efficiency, improve service delivery, and reduce costs. Collaborate with senior leadership 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. Oversee development of long-term workload forecasts using tools such as NICE WFM, AWS Connect, Power BI, and Oracle predictive analytics platforms. Create multi-year capacity models to align workforce needs with business growth across all contact channels (voice, chat, email, etc.). Conduct variance analysis between actuals and forecasts, identifying trends and recommendations for improvement. Proactively manage and refine capacity plans to align staffing levels with anticipated demand. Develop strategic hiring and resource strategies to address forecasted staffing gaps. Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation. Conduct in-depth data analysis to identify performance trends and actionable insights for operational improvement. Design and deliver workforce dashboards and KPI reports, ensuring data accuracy and quality. Provide regular reviews of forecasting performance, including scenario planning and recommendations for improvement. Identify opportunities to streamline forecasting processes, enhance automation, and adopt innovative workforce planning technologies. Collaborate with cross-functional teams to implement advanced tools that elevate forecasting accuracy and effectiveness. Serve as the key senior liaison between WFM, operations, and senior leadership to ensure alignment on workforce strategies and priorities. Partner with HR, facilities, finance, and recruitment to align hiring plans with long-term capacity goals. Facilitate communication and reporting with stakeholders, ensuring transparency and alignment across teams. Qualifications
Bachelors degree in finance, Business Administration, Data Analytics, Statistics or related field. Minimum of 5 years of experience in workforce management, long-term forecasting, or strategic planning within a contact center environment. Demonstrated success in building and refining multi-year forecasting and capacity models. Proficiency in workforce management tools (e.g., NICE, Alvaria), Microsoft Excel, Power BI, and SQL. Experience with predictive modeling, scenario planning, and advanced analytics. Soft Skills
Exceptional critical thinking and problem-solving skills. Strong communication skills, with the ability to present complex data to diverse audiences. Detail-oriented and highly organized, with a strategic mindset and the ability to manage competing priorities. Compensation and Benefits
Base pay range: $80,000.00/yr - $124,000.00/yr Annual Salary band: $73,800.00 - $141,450.00 (general guideline; final offer based on factors including role scope, experience, location, and market conditions). Work Schedule
Hybrid - 3 days in office Relocation
Relocation may be offered Location
This posting is open to candidates in Richardson, TX; Lakeland, FL; Macon, GA; Virginia Beach, VA; Tucson, AZ; Fredericksburg, VA. EEO and Compliance
The GEICO equal employment opportunity policy applies to 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 law. GEICO hires and promotes individuals solely on qualifications for the job. GEICO reasonably accommodates qualified individuals with disabilities to enable equal opportunity and performance of essential functions. GEICO maintains an environment free from discrimination and harassment. #J-18808-Ljbffr
Senior Planner, Strategic Workforce Planning at GEICO. Role focuses on long-term forecasting and capacity planning for the contact center WFM team, with emphasis on data analytics, forecasting tools, and strategic planning to optimize resource allocation and support growth. Responsibilities
Champion workforce planning best practices to enhance long-term operational efficiency, improve service delivery, and reduce costs. Collaborate with senior leadership 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. Oversee development of long-term workload forecasts using tools such as NICE WFM, AWS Connect, Power BI, and Oracle predictive analytics platforms. Create multi-year capacity models to align workforce needs with business growth across all contact channels (voice, chat, email, etc.). Conduct variance analysis between actuals and forecasts, identifying trends and recommendations for improvement. Proactively manage and refine capacity plans to align staffing levels with anticipated demand. Develop strategic hiring and resource strategies to address forecasted staffing gaps. Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation. Conduct in-depth data analysis to identify performance trends and actionable insights for operational improvement. Design and deliver workforce dashboards and KPI reports, ensuring data accuracy and quality. Provide regular reviews of forecasting performance, including scenario planning and recommendations for improvement. Identify opportunities to streamline forecasting processes, enhance automation, and adopt innovative workforce planning technologies. Collaborate with cross-functional teams to implement advanced tools that elevate forecasting accuracy and effectiveness. Serve as the key senior liaison between WFM, operations, and senior leadership to ensure alignment on workforce strategies and priorities. Partner with HR, facilities, finance, and recruitment to align hiring plans with long-term capacity goals. Facilitate communication and reporting with stakeholders, ensuring transparency and alignment across teams. Qualifications
Bachelors degree in finance, Business Administration, Data Analytics, Statistics or related field. Minimum of 5 years of experience in workforce management, long-term forecasting, or strategic planning within a contact center environment. Demonstrated success in building and refining multi-year forecasting and capacity models. Proficiency in workforce management tools (e.g., NICE, Alvaria), Microsoft Excel, Power BI, and SQL. Experience with predictive modeling, scenario planning, and advanced analytics. Soft Skills
Exceptional critical thinking and problem-solving skills. Strong communication skills, with the ability to present complex data to diverse audiences. Detail-oriented and highly organized, with a strategic mindset and the ability to manage competing priorities. Compensation and Benefits
Base pay range: $80,000.00/yr - $124,000.00/yr Annual Salary band: $73,800.00 - $141,450.00 (general guideline; final offer based on factors including role scope, experience, location, and market conditions). Work Schedule
Hybrid - 3 days in office Relocation
Relocation may be offered Location
This posting is open to candidates in Richardson, TX; Lakeland, FL; Macon, GA; Virginia Beach, VA; Tucson, AZ; Fredericksburg, VA. EEO and Compliance
The GEICO equal employment opportunity policy applies to 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 law. GEICO hires and promotes individuals solely on qualifications for the job. GEICO reasonably accommodates qualified individuals with disabilities to enable equal opportunity and performance of essential functions. GEICO maintains an environment free from discrimination and harassment. #J-18808-Ljbffr