Senior Planner, Strategic Workforce Planning

Senior Level Strategic Long-Term Workforce Capacity Planner / Forecaster

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 Senior level Strategic Long-Term Workforce Capacity Planner / Forecaster to join our contact center Workforce Management (WFM) team. This forward-thinking role is pivotal in driving long-term forecasting and capacity planning strategies that align with organizational goals, enabling operational excellence and ensuring the scalability of our contact center operations. The ideal candidate will leverage advanced data analytics, forecasting tools, and strategic planning methodologies to optimize resource allocation, mitigate risks, and support growth.

Key Responsibilities :

• 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.

Qualifications :

Compensation : $80,000 - $124,000

Work Schedule : Hybrid - 3 days in office

Relocation : Relocation may be offered

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

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.