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Form of workJoin our dynamic team at Geico! We seek an energetic and accomplished Director of Workforce Management to bolster our Auto & Specialty Lines Operations. Reporting to the Contact Center Leader, you'll spearhead short, medium, and long-term forecasting, capacity planning, workload optimization, and data governance across sales, service, claims, and underwriting. Your expertise will be pivotal in crafting innovative workforce staffing solutions and collaborating with Enterprise functions to drive the seamless expansion and enhancement of our Contact Center Operations.
Location:
- This position is a hybrid role, on-site 3 days per week at one of the following office locations: Chevy Chase MD; Dallas TX; Fredericksburg, VA: Lakeland, FL; Macon, GA; Tucson, AZ.
Responsibilities:
- Develop and implement a scalable Workforce Management model across various industry verticals, optimizing resources across lines of business, products, channels, and geographies.
- Direct day-to-day Workforce Management activities including forecasting, scheduling, and intraday operations.
- Ensure efficient alignment of company-wide processes to meet customer support KPIs, monitoring scheduling staff effectiveness.
- Oversee support center scheduling to meet service level agreements, optimizing staffing levels and adherence to schedules.
- Coordinate staffing solutions to match workload demands, considering factors like training, attrition, and operational objectives.
- Establish data-driven practices for continuous performance analysis, collaborating with Data & Metrics team for accurate forecasting and capacity planning.
- Provide recommendations for staffing adjustments based on analysis, driving improvements in forecasting accuracy.
- Act as a liaison with other departments to address staffing-related issues affecting contact center operations.
- Identify and recommend operational and support improvements to enhance performance.
- Collaborate with IT Support to define and implement infrastructure tools for enhanced support capabilities.
- Provide leadership, fostering alignment, transparency, and talent development across multiple teams.
Qualifications:
- Minimum 10 years of experience in call center Workforce Management, including forecasting and scheduling solutions like AWS Connect, NICE, Genesys.
- Proven leadership experience in managing teams effectively.
- Experience working with HR to develop workforce plans.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to adapt quickly to change and align with company goals.
- Highly collaborative with excellent communication skills.
#LI-AN1
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits:
As an Associate, you’ll enjoy our
Total Rewards Program
- to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period**
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
- Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
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.
