Senior Manager - Workforce Management

Goosehead Insurance Agency LLC; Westlake (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401K matching plan

Employee stock purchase plan

Paid holidays & vacation

Job summary

Goosehead Insurance seeks a Senior Manager of Workforce Management to lead and coach a team, implementing workforce initiatives and delivering business impact for our internal Service Customers.

The role focuses on developing staffing forecasts, optimizing resources, and guiding cross-functional teams to ensure optimal staffing levels across service centers and case management areas. Strong leadership and analytics are essential.

Qualifications

• Bachelor's degree required in business, insurance, or related field.
• 6+ years of Workforce Management experience.
• 4+ years of leadership experience.

Responsibilities

• Develop workload and staffing plans to scale enterprise.
• Optimize resources and identify cost-effective call routing opportunities.
• Forecast demand and build workforce staffing models for service centers.
• Lead staffing optimization projects and measure outcomes.
• Provide actionable analysis and reports to senior management.

Skills

IVR implementation

Tableau/BI reporting

Data analysis cert

Project management cert

Leadership & communication

Change management

Education

Bachelor's degree in business, insurance, or related field

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

Required Skills and Abilities

• 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

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.

Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it.

If you think you have what it takes to grow with our company, we would love to meet you.