About this role

GEICO is seeking a Senior Data Insights Analyst to optimize contact center workforce strategies using data analytics. You will analyze operational data, conduct root cause analysis, develop reports and dashboards, and collaborate with teams to improve forecasting, staffing, and overall operational efficiency.

What we are looking for

6

Analyze contact center operational data to identify trends and insights
Conduct root cause analysis on workforce performance issues
Develop and maintain reports and dashboards using SQL and Power BI
Collaborate with WFM leaders on data-driven staffing models
Define, track, and analyze key performance indicators for workforce efficiency
Leverage workforce management tools and data analytics software

Skills mentioned

2

SQLAWS