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GEICO · 2 weeks ago

Senior Planner, Strategic Workforce Planning

Richardson, TX

Full-time

Hybrid

Mid, Senior Level

$74K/yr - $141K/yr

5+ years exp

GEICO is a leading insurance provider committed to operational excellence and innovation. We are seeking a Senior Planner for Strategic Workforce Planning to drive long-term forecasting and capacity planning strategies that align with organizational goals and ensure the scalability of our contact center operations.

Auto InsuranceFinancial ServicesGovernmentInsuranceInternetMobile

No H1B

Responsibilities

As a senior on the team, champion workforce planning best practices to enhance long-term operational efficiency, improve service delivery, and reduce costs

Collaborate with senior leadership across the enterprise to align long-term WFM strategies with organizational objectives and transformational outcomes

Drive proactive capacity planning initiatives to mitigate risks and identify opportunities for scaling workforce capabilities

Oversee the development of long-term workload forecasts using tools such as NICE WFM, AWS Connect, Power BI, and Oracle predictive analytics platforms

Create multi-year capacity models to align workforce needs with business growth, ensuring coverage across all contact channels (voice, chat, email, etc.)

Conduct variance analysis between actuals and forecasts, identifying trends and recommending improvements

Proactively manage and refine capacity plans to align staffing levels with anticipated demand

Develop strategic hiring and resource strategies to address forecasted staffing gaps

Model and visualize complex scenarios to inform strategic decision-making and ensure optimal resource allocation

Conduct in-depth forward-thinking data analysis to identify performance trends and actionable insights for operational improvement

Design and deliver workforce dashboards and KPI reports, ensuring data accuracy and quality

Provide monthly, quarterly, and yearly reviews of forecasting performance, including scenario planning and recommendations for improvement

Identify opportunities to streamline forecasting processes, enhance automation, and adopt innovative workforce planning technologies

Collaborate with cross-functional teams to implement advanced tools that elevate forecasting accuracy and effectiveness

Serve as the key senior liaison between WFM, operations, and senior leadership to ensure alignment on workforce strategies and priorities

Partner with HR, facilities, finance, and recruitment teams to align hiring plans with long-term capacity goals

Facilitate communication and reporting with stakeholders, ensuring transparency and alignment across teams

Qualification

Workforce management toolsData analyticsForecasting toolsPredictive modelingScenario planningPower BISQLCritical thinkingProblem-solvingCommunication skillsDetail-orientedOrganizational skills

Required

Bachelor's degree in finance, Business Administration, Data Analytics, Statistics or a related field

Minimum of 5 years of experience in workforce management, long-term forecasting, or strategic planning within a contact center environment

Demonstrated success in building and refining multi-year forecasting and capacity models

Proficiency in workforce management tools (e.g., NICE, Alvaria), Microsoft Excel, Power BI, and SQL

Experience with predictive modeling, scenario planning, and advanced analytics

Exceptional critical thinking and problem-solving skills

Strong communication skills, with the ability to present complex data to diverse audiences

Detail-oriented and highly organized, with a strategic mindset and the ability to manage competing priorities

Benefits

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.

Company

GEICO

Glassdoor2.7

GEICO, Government Employees Insurance Company, has been providing affordable auto insurance since 1936. It is a sub-organization of Berkshire Hathaway.

Founded in 1936

Chase, Maryland, USA

10001+ employees