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Senior Workforce Analytics Analyst

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Geico

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Location:
United States , Richardson

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Contract Type:
Not provided

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Salary:

80000.00 - 124000.00 USD / Year

Job Description:

We are seeking a highly skilled and motivated Senior Data Insights Analysts to provide world-class analytical support for our Contact Center Workforce Management (WFM) function. In this role, you will leverage data to optimize workforce strategies, improve operational efficiency, and support decision-making across the organization. The ideal candidate will have a deep understanding of contact center operations, data analytics, strong technical skills, and a collaborative mindset, driving transformative results in workforce planning and performance.

Job Responsibility:

  • Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights that drive future proof operational improvements
  • Conduct root cause analysis on workforce performance issues, such as service level failures and staffing challenges
  • Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans
  • Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools to present complex data in a clear and actionable format
  • Ensure the accuracy and consistency of workforce metrics across all reporting processes
  • Translate actionable analytical findings into recommendations for stakeholders, tailoring communication for both technical and non-technical audiences
  • Collaborate with WFM leaders to develop data-driven staffing models, ensuring alignment with business goals and operational needs
  • Provide analytical insights to support short-term and long-term workforce planning, scheduling, and intraday management
  • Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management
  • Define, track, and analyze key performance indicators (KPIs) for workforce efficiency, service levels, and operational effectiveness
  • Identify and recommend process improvements to streamline WFM operations and enhance productivity
  • Benchmark performance against industry standards to inform workforce strategies
  • Leverage advanced workforce management tools and data (e.g., NICE, Alvaria, or similar platforms) to enhance forecasting, scheduling, and reporting
  • Utilize data analytics software and HR platforms to increase the accuracy and usability of workforce data
  • Support the integration of new tools, processes, and technologies to improve operational scalability and data-driven decision-making

Requirements:

  • Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
  • Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
  • Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
  • Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
  • Familiarity with predictive modeling, data mining, and statistical analysis
  • Strong critical thinking, problem-solving, and decision-making abilities
  • Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences
  • A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment
What we offer:
  • Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being
  • Financial benefits including market-competitive compensation
  • a 401K savings plan vested from day one that offers a 6% match
  • performance and recognition-based incentives
  • and tuition assistance
  • Access to additional benefits like mental healthcare as well as fertility and adoption assistance
  • Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Job Link Share:
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