Real-Time Workforce Optimization Analyst

Goosehead-Insurance; Westlake (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K Matching Plan

Employee Stock Purchase Plan

Paid holidays

Job summary

Goosehead Insurance in Westlake, OH is seeking a Real Time Analyst to monitor real-time WFM and production data and support contact center operations. You will track agent utilization, schedule adherence, and SLA performance, escalating issues to keep service levels high.

The ideal candidate has 1+ year in a multi-channel call center, experience with Verint, NiCE, or Genesys, and strong communication and time-management skills.

Qualifications

• Excellent verbal and written communication.
• 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.

Responsibilities

• Monitor real-time service agent utilization, productivity and efficiency.
• Track intra-day scheduling forecast vs. actual volumes and adjust staffing as needed.
• Produce daily/weekly/monthly internal reports and updates.
• Collaborate with operations to ensure SLA achievement and efficient delivery.

Skills

Communication

Attention to detail

Time management

Multi-tasking

Prioritization

Tools

Verint

NiCE

Genesys

Job description

Goosehead Insurance in Westlake, OH is seeking a Real Time Analyst to monitor real-time WFM and production data and support contact center operations. You will track agent utilization, schedule adherence, and SLA performance, escalating issues to keep service levels high.

The ideal candidate has 1+ year in a multi-channel call center, experience with Verint, NiCE, or Genesys, and strong communication and time-management skills.