Real-Time WFM Analyst: Optimize Contact Center Performance

Goosehead Insurance Agency LLC

Westlake (TX)

On-site

USD 65,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401K matching

ESPP

Paid time off

Wellness programs

Job summary

Goosehead Insurance is seeking a Real Time Analyst (RTA) to monitor and analyze real-time WFM and production data to support contact center operations and maximize performance. You will work with workforce management tools to identify trends, forecast needs, and ensure KPIs are met with proactive actions.

Ideal candidates bring strong Excel skills, excellent verbal and written communication, and the ability to multitask in a fast-paced environment, with occasional evening or Saturday shifts as

Qualifications

1+ years' experience with operations or workforce management systems.
Experience in a multi-channel call center environment is preferred.
Strong communication, collaboration, and problem‑solving skills.

Responsibilities

Monitor real-time agent utilization, productivity, and efficiency.
Track intra-day scheduling forecasts vs. actual volumes and adjust staffing.
Ensure SLA achievement across internal and external KPIs.
Flag and manage unplanned absences or off-phone requests.
Produce daily, weekly, and monthly internal reports.
Collaborate with WFM and operations teams to improve delivery processes.

Skills

Communication

MS Office

Attention to detail

Time management

Analytical thinking

Prioritization

Tools

Excel

Outlook

PowerPoint

Job description

Ideal candidates bring strong Excel skills, excellent verbal and written communication, and the ability to multitask in a fast-paced environment, with occasional evening or Saturday shifts as

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