Senior Manager, Workforce Management

Senior Manager Of Workforce Management

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.

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 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 highly skilled and forward-thinking Senior Managers 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 :

Intraday and Real-Time Management :

Performance Insights and Reporting :

Process Optimization and Innovation :

Collaboration and Stakeholder Management :

Qualifications : Education :

Experience :

Technical and Analytical Skills :

Leadership and Communication :

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

Annual Salary :

$101,475.00 - $189,625.00

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 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 :