Senior Manager - Workforce Management

goosehead; Westlake (TX); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

401K Matching Plan

Stock Purchase Plan

Paid holidays

Job summary

Goosehead Insurance seeks a Senior Manager, Workforce Management to lead forecasting, staffing, and resource optimization for our service centers. You will coach teams, drive performance, and deliver actionable insights to senior leaders.

The role requires 6+ years in Workforce Management and 4+ years in leadership, with a Bachelor’s in business or related field. Strong analytics and communication skills are essential; IVR and Tableau experience a plus.

Qualifications

• Bachelor's degree in business, insurance, or related field.
• 4 years of leadership experience.
• 6 years of Workforce Management experience.
• Skills and Abilities.
• Previous experience developing and implementing IVR (IVR) applications.
• Tableau or other reporting platform experience.
• Data analysis or business intelligence certification.
• Project management certification.
• Excellent problem-solving, leadership and decision-making skills.
• Change management experience.
• Strong verbal and written communication skills.

Responsibilities

• Develop workload/staffing plans (forecasts, capacity plans, schedules) to scale enterprise.
• Optimize resources and discover cost effective call routing opportunities.
• Develop accurate demand forecasts and workforce staffing models for Service contact centers and case management teams.
• Lead and/or support high-impact staffing optimization projects.
• Provide leadership and support to planning and performance of integrated resource planning processes.
• Evaluate and review implementation of projects and certify alignment with business plans.
• Provide dissemination of actionable analysis and insights to department heads and senior decision-makers.
• Monitor team performance metrics and KPIs to drive operational efficiencies.
• Work with cross-functional teams to provide solutions and coordinate client needs.
• Communicate organizational changes effectively.
• Prepare comprehensive reports, analyses, presentations and recommendations for senior management.

Skills

Leadership

Communication

Problem-solving

Change management

Cross-functional collaboration

Data analysis

Decision making

Education

Bachelor's degree in business/insurance

Data analysis or BI certification

Project management certification

Tools

Tableau

IVR experience

Job description

About Goosehead

Since 2003, Goosehead Insurance has been disrupting the insurance industry by giving clients the power of choice, utilizing a smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retaining extraordinary people. Our clients trust us with their most valuable possessions, so we're more than just a bit selective when it comes to hiring new team members.

Job Summary

The Senior Manager, Workforce Management role requires the ability to implement workforce management initiatives, and lead, coach, and develop workforce management people, while providing business impact to our internal Service Customers.

Principal Duties and Responsibilities

• Develop workload/staffing plans (forecasts, capacity plans, schedules) to scale enterprise.
• Optimize resources and discover cost effective call routing opportunities.
• Develop accurate demand forecasts and workforce staffing models to guarantee optimal staffing level for Service contact centers and case management teams.
• Lead and/or support high-impact staffing optimization projects.
• Provide leadership and support to planning and performance of integrated resource planning processes while fine-tuning optimization of service agent resources.
• Evaluate and review implementation of projects, and assist in measuring the success thereof, certifying alignment with business plan and maintain accountability for projects and programs.
• Provide direct dissemination of actionable analysis and insights to department heads, and top-tier decision-makers.
• Monitor team performance metrics and KPIs to drive operational efficiencies.
• Ability to work with cross-functional teams to provide solutions and coordinate client needs.
• Effectively communicates organizational changes.
• Prepare comprehensive reports, analyses, presentations and recommendations for senior management, detailing workforce management successes and opportunities

Experience and Education

• Bachelor's degree in business, insurance, or related field
• 4 years of leadership experience
• 6 years of Workforce Management experience
• Require d S kills and A bilities
• Previous experience developing and implementing Interactive Voice Response (IVR) application
• Tableau or other similar reporting platform experience
• Data analysis or business intelligence certification
• Project management certification
• Excellent problem-solving, leadership and decision-making skills
• Change management experience
• Strong verbal and written communication skills

Benefits Summary

• High quality voluntary health, vision, disability, life, and dental insurance programs
• 401K Matching Plan
• Employee Stock Purchase Plan
• Paid holidays, vacation, and sick leave
• Corporate sponsored programs to enhance employee physical, financial, mental , and emotional wellness
• Financial Solution Program

Equal Employment Opportunity

Goosehead is an equal-opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability .