Real-Time WFM Analyst: Optimize Contact Center Ops

Goosehead Insurance Agency LLC; Westlake (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401K Matching Plan

Employee Stock Purchase Plan

Paid holidays and vacation

Job summary

Goosehead Insurance Agency LLC is seeking a Real Time Analyst to monitor and analyze real-time workforce data and support contact center operations for optimal performance. The role involves tracking KPIs, managing scheduling adjustments, and producing regular performance reports.

The ideal candidate will have 1+ year of call center experience, strong communication skills, and proficiency in MS Office and WFM tools such as Verint, NiCE, or Genesys. Evening/weekend shifts may be required.

Qualifications

• Excellent verbal and written communication skills.
• Proficient in MS Office Suite (Excel, Outlook, PowerPoint).
• Minimum 1 year call center experience in a multi-channel environment.
• Strong attention to detail and high level of accuracy.
• Ability to analyze information quickly and think systematically.

Responsibilities

• Monitor real-time agent utilization, productivity and efficiency.
• Compare intra-day scheduling forecast to actual volumes and adjust staffing as required.
• Ensure SLA achievement across internal and external metrics and KPIs.
• Manage real-time exceptions and offset unplanned absences or unapproved activities.
• Produce daily, weekly and monthly internal reports.
• Collaborate with operations teams to improve delivery processes.

Skills

Workforce management systems

Leadership

Communication skills

MS Office

Time management

Attention to detail

Analytical thinking

Tools

Verint

NiCE

Genesys

Job description

Goosehead Insurance Agency LLC is seeking a Real Time Analyst to monitor and analyze real-time workforce data and support contact center operations for optimal performance. The role involves tracking KPIs, managing scheduling adjustments, and producing regular performance reports.

The ideal candidate will have 1+ year of call center experience, strong communication skills, and proficiency in MS Office and WFM tools such as Verint, NiCE, or Genesys. Evening/weekend shifts may be required.