Real-Time Workforce Optimization Analyst

Goosehead Insurance; United States; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401K matching

Employee Stock Purchase Plan

Paid holidays

Paid vacation and sick leave

Job summary

Goosehead Insurance is seeking a Real Time Analyst to monitor WFM and production data in real time and support our contact center operations to maximize performance and efficiency.

In this role you will track agent utilization, adjust staffing on intra-day forecasts, ensure SLA achievement, and collaborate with operations to drive improvements and timely reporting. Excellent communication, problem-solving, and time-management skills are essential, with 1+ year call center experience.

Qualifications

• Excellent verbal and written communication skills.
• MS Office Suite proficiency (e.g. Excel, Outlook and PowerPoint).
• Demonstrate strong and sound work ethic.
• Great attention to detail and high-level accuracy.
• Ability to analyze information quickly and think systematically.
• Ability to successfully prioritize, multi-task and complete tasks for extended periods of time.
• Excellent time management skills and ability to work with minimal supervision and under tight timelines when needed.
• Organized with the ability to adapt to change quickly and effectively.
• Demonstrated decision making and problem-solving skills.
• Decisive - ability to execute in a fast moving and collaborative environment.
• Minimum 1 year call center experience, in a multi-channel contact center environment.
• Evenings and Saturdays may be required.

Responsibilities

• Monitor real time service agent utilization, productivity and efficiency management.
• Monitor intra-day scheduling forecast compared to actual volumes and working with operations to adjust staffing throughout the day or upcoming days as required.
• Leverage all available tools and data to ensure consistent SLA achievement for both internal and external metric and KPIs.
• Receive, review, and make decisions to offset and minimize the impact of unplanned absences, offline requests from employees and frontline supervisors or any other unexpected circumstance that may arise during operations.
• Manage the queue of the project(s) supported. This includes calling out agents that are not adhering to scheduled breaks and lunches, agents who are MIA and/or those who are on unapproved activities.
• Monitor, track and provide consolidated updates for widespread system issues and incidents across multiple internal and third-party partner sites making sure it is escalated properly with all the necessary information to ensure quick response and resolution. (Detailed description of the issue, start/end time, Impact, total affected & ticket #).
• Works closely with operations teams to analyze and help improve their delivery processes.
• Monitor multiple communications channels (email, chat, phone etc.) and respond to requests from internal and external stakeholders as needed in a timely manner.
• Always maintain a continuous improvement mindset and identify opportunities that will help achieve goals more efficiently or effectively.
• Produce daily, weekly, and monthly internal reports as needed.
• Manage review and approval of scheduling real-time exception process and ensure that all submitted exceptions/segments are accurately plotted in the relevant WFM Platform that the project is using in a timely manner.
• Work collaboratively with other RTAs or WFM team members to ensure consistent SLA achievement, drive improvements and strong client experience.

Skills

Verbal communication

Written communication

MS Office

Excel

Outlook

PowerPoint

Attention to detail

Time management

Multi-tasking

Analytical skills

Problem solving

Decision making

Team collaboration

Tools

Verint

NiCE

Genesys

Job description

Goosehead Insurance is seeking a Real Time Analyst to monitor WFM and production data in real time and support our contact center operations to maximize performance and efficiency.

In this role you will track agent utilization, adjust staffing on intra-day forecasts, ensure SLA achievement, and collaborate with operations to drive improvements and timely reporting. Excellent communication, problem-solving, and time-management skills are essential, with 1+ year call center experience.