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GEICO

Senior Manager, Workforce Management

GEICO

. Lead, mentor, and develop a team of approximately 10 Workforce resources .

Posted 9/15/2026full-timeRichardson • Arizona • United StatesSenior💰 $108,000 - $169,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Workforce Management (WFM) solutions, including forecasting, scheduling, and real-time management, while leading and developing high-performing teams. Proficient in advanced data analysis and utilizing WFM tools to drive operational efficiency and meet business objectives.

Highest-signal resume keywords
NICE Workforce Management (WFM)Forecasting and SchedulingData Analysis and VisualizationLeadership and Team DevelopmentPerformance Metrics Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Workforce Management SolutionsPredictive AnalyticsCapacity PlanningPerformance AnalysisScheduling OptimizationData VisualizationAdvanced Excel ProficiencyReal-Time Management StrategiesOperational Best PracticesStaffing Strategies
Soft Skills
LeadershipCommunicationOrganizational SkillsProblem SolvingAdaptability
Tools & Technologies
NICE WFMPowerBIOracle Strategic PlannerAWS ConnectAlvaria
Certifications & Qualifications
Certified Workforce Planning Professional (CWPP)
Industry Keywords
Contact Center EnvironmentService Level Agreements (SLAs)Average Handle Time (AHT)OccupancyAgent Engagement

Tech Stack

Tools & technologies
AWSOracle

About the role

Key responsibilities & impact
  • Lead, mentor, and develop a team of approximately 10 Workforce resources
  • Deliver optimized workforce management solutions across forecasting, scheduling, intraday management, and reporting
  • Lead business line verticals and align workforce strategies with business objectives
  • Drive service level goals and business KPIs including Average Handle Times, Abandons, Service Levels, Average Speed of Answer, and 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 organizational goals and drive transformational outcomes
  • Oversee short-term and long-term forecasts using NICE WFM, PowerBI, Oracle Strategic Planner, and other predictive tools
  • Manage capacity planning and optimize staffing levels across voice, chat, and email channels
  • Drive creation and refinement of schedules while balancing operational needs with agent satisfaction and performance
  • Implement real-time management strategies and dynamically adjust schedules to maintain performance
  • Use NICE WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions
  • Conduct advanced data analysis to identify performance trends, inefficiencies, and actionable insights
  • Build and deliver monthly management review decks to senior leadership
  • Integrate WFM metrics with operational goals to support decision-making
  • Streamline processes, automate workflows, and adopt innovative technologies
  • Lead cross-functional enterprise projects to improve workforce efficiency, agent engagement, customer satisfaction, and business outcomes
  • Liaise between workforce management, operations, and senior leadership teams
  • Coordinate hiring schedules, capacity plans, and departmental initiatives with senior business partners

Requirements

What you’ll need
  • Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field
  • Certifications such as Certified Workforce Planning Professional (CWPP) or similar credentials are a plus
  • Minimum of 5 years of workforce management experience in a high-volume contact center environment
  • At least 4 years of leadership experience, managing workforce teams and delivering results in forecasting, scheduling, and real-time management
  • Demonstrated expertise with NICE Workforce Management (WFM), AWS Connect and Alvaria, or comparable platforms is required
  • Proven track record in staffing strategies, scheduling, and performance analysis
  • Advanced proficiency in WFM tools, predictive analytics, and data visualization platforms including PowerBI, Excel and other Microsoft tool or comparable platforms is required
  • Proven ability to analyze large, complex data sets and translate insights into actionable strategies
  • Strong knowledge of WFM metrics (e.g., SLAs, occupancy, adherence, ASA) and operational best practices
  • Exceptional ability to lead, mentor, and develop high-performing teams
  • Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership
  • Highly organized with a results-driven mindset and the ability to manage multiple competing priorities in a fast-paced environment
  • Strong organizational skills with an aptitude for problem solving and decision-making
  • Capacity to adapt to rapidly changing business needs and workforce dynamics

Benefits

Comp & perks
  • Personalized development programs
  • Mentorship
  • Certification assistance
  • Inclusive and collaborative culture
  • Competitive pay
  • Benefits
  • Flexibility to support your well-being and future