Senior Manager, Workforce Management

Position Overview We are seeking a highly skilled and forward-thinking Senior Manager 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. Key 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 operational goals to drive decision-making. Process Optimization and Innovation: Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that elevate WFM operations. Lead cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes. Collaboration and Stakeholder Management: Serve as the key liaison between workforce management, operations, and senior leadership teams to align on staffing, performance, and business needs. Coordinate with senior business partners to align hiring schedules, capacity plans, and departmental initiatives to ensure seamless execution. Qualifications Education: 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. Experience: 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. Technical and Analytical Skills: 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. Leadership and Communication: 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. Compensation $108,000 - $169,000 Work Schedule Hybrid - 3 days in office Location This posting is open to candidates in the following areas: Richardson, TX, Lakeland, FL, Macon, GA and Virginia Beach, VA, Tucson, AZ, Fredericksburg, VA At this time, GEICO will not sponsor a new applicant for employment authorization for this position. Great Rewards 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. #J-18808-Ljbffr GEICO