Real-Time Workforce Optimizer

Goosehead Insurance Agency; Westlake (TX); On-site; USD 60,000 - 86,000; Full time

Benefits offered by this job

Health insurance

401K matching

Paid holidays & vacation

Job summary

Goosehead is seeking a Real Time Analyst to monitor real-time WFM and production data for our multi-channel contact center. You will ensure SLA adherence, track agent utilization, and provide rapid analysis to support staffing decisions.

This role requires strong communication, attention to detail, and proficiency with contact center tools. The RTA will produce daily to monthly internal reports and collaborate with operations to drive improvements, with occasional off-hours coverage.

Qualifications

• Excellent verbal and written communication skills.
• MS Office proficiency (Excel, Outlook, PowerPoint).
• Great attention to detail and accuracy.
• Ability to analyze information quickly and think systematically.

Responsibilities

• Monitor real time service agent utilization, productivity and efficiency management.
• Monitor intra-day scheduling forecast vs actual volumes and adjust staffing.
• Provide consolidated updates for system issues and incidents across sites.
• Collaborate with operations teams to improve delivery processes.

Skills

Verbal & written communication

MS Office

Attention to detail

Time management

Problem solving

Education

Bachelor's degree

Tools

Verint

Genesys

NiCE

Job description

Goosehead is seeking a Real Time Analyst to monitor real-time WFM and production data for our multi-channel contact center. You will ensure SLA adherence, track agent utilization, and provide rapid analysis to support staffing decisions.

This role requires strong communication, attention to detail, and proficiency with contact center tools. The RTA will produce daily to monthly internal reports and collaborate with operations to drive improvements, with occasional off-hours coverage.