Real-Time Workforce Analyst - Optimize Center Performance

Goosehead-Insurance; Westlake (OH); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health insurance

401K Matching Plan

Employee Stock Purchase Plan

Paid holidays

Wellness programs

Job summary

Goosehead Insurance is seeking a Real Time Analyst to monitor and analyze real-time WFM and production data for our contact center, driving KPI achievement and operational efficiency. The role partners with operations to adjust staffing, manage queues, and escalate issues across multiple sites.

You should bring 1+ year of call center experience, strong analytical and communication skills, proficiency with MS Office and WFM systems, and a detail-oriented, collaborative mindset.

Qualifications

• 1+ year of call center agent or analyst experience.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Proven ability to prioritize, multi-task, and meet tight timelines.

Responsibilities

• Monitor real-time service agent utilization, productivity, and efficiency.
• Compare intra-day scheduling forecast to actual volumes and adjust staffing.
• Offset and minimize impact of unplanned absences or off-phone requests.
• Manage queues and callouts for agents not adhering to schedule.
• Escalate and communicate system issues with required details across sites.
• Produce daily, weekly, and monthly internal reports as needed.
• Collaborate with WFM and operations teams to improve delivery processes.

Skills

Workforce management

Real-time analytics

KPIs tracking

MS Office Suite

Verbal and written communication

Time management

Attention to detail

Tools

WFM systems

Call center software

Job description

Goosehead Insurance is seeking a Real Time Analyst to monitor and analyze real-time WFM and production data for our contact center, driving KPI achievement and operational efficiency. The role partners with operations to adjust staffing, manage queues, and escalate issues across multiple sites.

You should bring 1+ year of call center experience, strong analytical and communication skills, proficiency with MS Office and WFM systems, and a detail-oriented, collaborative mindset.