Senior Analyst, Workforce Scheduling 10 Locations

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. Job Title: Senior Workforce Scheduling Analyst GEICO is leading the charge in delivering superior customer service across our Contact Center operations, supporting over 9,000 agents in our Auto Service, Sales, Claims, Commercial, and Recreational product lines. We are committed to transformation, operational excellence and leveraging cutting-edge workforce management strategies, including the NICE WFM platform, PowerBI, Alvaria/Aspect, AWS Connect, to transform our contact center performance. Position Overview: We are seeking a detail-oriented and proactive Senior Workforce Management Scheduler to create and maintain efficient employee schedules that align with forecasted workload demands. This role is critical in ensuring adequate staffing to meet operational goals, maintain service levels, and optimize labor costs while balancing business needs with employee satisfaction. By incorporating employee availability and preferences, the Senior Workforce Management Scheduler plays a pivotal role in fostering a positive work environment and ensuring operational efficiency in a fast-paced, dynamic setting. Key Responsibilities: Scheduling Development and Execution:

• As a senior level workforce scheduler, Develop and maintain schedules based on forecasted workload demands to meet service level agreements (SLAs) and operational efficiency goals.
• Optimize shift patterns, break allocations, and resource coverage for peak periods, unplanned absences, and evolving business requirements.
• Proactively manage scheduling adjustments to balance workload demands and employee availability.

Real-Time Adjustments:

• Monitor real-time adherence and dynamically adjust schedules to address variances between actual and forecasted workloads.
• Recommend and implement short-term solutions, such as overtime, shift swaps, or temporary staffing, to address immediate needs.

Employee-Centric Scheduling:

• Incorporate employee availability, preferences, and skill sets into scheduling processes to promote fairness and satisfaction.
• Communicate schedule changes effectively to employees, resolving conflicts in a timely and professional manner.

Data Analysis and Reporting:

• Utilize workforce management tools to analyze historical data and enhance scheduling accuracy.
• Generate detailed reports on scheduling efficiency, adherence, shrinkage, and overtime utilization.
• Monitor key performance metrics and identify actionable insights to improve workforce scheduling practices.

Collaboration and Stakeholder Engagement:

• Work closely with the forecasting team to align schedules with workload predictions.
• Partner with operations managers and HR to address staffing challenges and implement solutions that support employee engagement and business needs.

Qualifications: Education and Experience:

• Bachelor’s degree in business administration, Data Analytics, or a related field, or equivalent work experience.
• Minimum of 3–5 years of experience in workforce management, scheduling, or a related analytical role.

Technical Skills:

• Proficiency in workforce management software (e.g., NICE, Alvaria, AWS) and advanced Excel or data visualization tools (e.g., Power BI, Tableau).
• Strong understanding of forecasting, scheduling, and workforce optimization techniques.

Soft Skills:

• Excellent problem-solving and analytical abilities with a focus on delivering actionable results.
• Strong communication skills, with the ability to present data and recommendations to stakeholders.
• Highly organized and detail-oriented, capable of managing competing priorities in a fast-paced environment.
• Collaborative and adaptable, with a proactive approach to addressing challenges.

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: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs. We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives. Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels. Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose. As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers. Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• 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.

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. Apply tot his job Apply To this Job