• Sr. Manager, Workforce Management - Chevy Chase, MD
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    Company: GEICO

    Location: Washington, DC

    Date Posted: March 19, 2014

    Job Duties & Responsibilities This managerial position is located in Chevy Chase, MD at GEICO Corporate Headquarters and is responsible for managing all corporate aspects of the WFM function at GEICO, including: 1. Call Volume and Staff Forecasting for multiple departments 2. Aspect WFM system & all WFM reporting 3. Cross-location overflow strategies and support 4. Development and assistance of Regional WFM coordinators 5. Integration of VOIP technology into WFM data, reporting, and management 6. Modeling to understand impact of integrated queues, different call flows, etc. Candidate Qualifications The successful candidate must have: * Prior successful management-level WFM experience * Very strong analytical and modeling skills, including excel mastery * Expertise in call center call flow...

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    from Geico