Workforce Management - Real Time Analyst

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 Real Time Analyst (RTA) – will be responsible for monitoring and analyzing WFM and production data in real time and using it to support contact center operations to maximize performance and efficiency. RTAs commonly work with workforce management systems that collect, store, and transmit large amounts of information. RTAs may use this information to identify trends or patterns, predict future outcomes, or provide other types of analysis in near real-time situations. RTAs are responsible for managing and ensuring that the KPIs (key performance indicator) for various programs and operational performance are consistently and resourcefully met while working collaboratively or independently under minimal supervision as needed.

Principal Duties and 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.

Other duties or responsibilities as assigned by management. 

Experience and Education

• 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.

Required Skills and Abilities

• 1+ years with experience working with operations or workforce management systems (Verint, NiCE, Genesys, etc.).

• Demonstrated evidence of either leadership or strong team/collaboration 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. 

To learn more about our job opportunities, apply here. We look forward to speaking with you!