Lead Workforce Planning Analyst

Goosehead Insurance•Westlake, OH

About The Position

Real-Time Operations (Revenue + Service Critical) Monitor queues, conversion-impacting SLAs, and adherence in real time. Make intraday decisions that directly impact sales conversion and customer experience (staffing shifts, skill changes, VTO, reforecasting). Identify risks to performance (lead response time, abandonment, backlog) and drive mitigation. Partner with sales and service leaders to adjust staffing in real time. Forecasting & Capacity (Core to the Role) Own demand forecasting across inbound leads, outbound sales, and service interactions. Build capacity models tied to conversion rates, seasonality (e.g., policy cycles), and growth targets. Translate business goals (sales targets, campaigns) into hiring and staffing plans. Continuously improve forecast accuracy and planning assumptions. Scheduling & Workforce Optimization Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency. Optimize staffing across peak sales windows and service demand. Improve scheduling flexibility in a multi-skill environment (sales + service overlap). Strategy, Analytics & Build Act as the primary WFM partner to operations and sales leadership. Provide insights on capacity gaps, revenue risk, and efficiency opportunities. Build WFM processes, reporting, and governance (this is not a “plug into existing system” role). Identify opportunities for automation, tooling improvements, and scaling.

Requirements

5–8+ years in Workforce Management in a contact center, insurance, or sales-driven environment
Experience across RTA, forecasting, scheduling, and capacity planning (not siloed)
Strong understanding of how WFM impacts sales performance (speed-to-lead, conversion, occupancy)
Advanced Excel skills
Experience with BI tools (Tableau, Power BI)
Proven ability to influence operators and sales leaders, not just report metrics
Comfortable operating as a solo WFM function owner

Nice To Haves

Experience in insurance, financial services, or lead-based sales environments
Experience supporting blended sales + service teams
Background in smaller or scaling organizations (<300 seats)
Experience building WFM processes from scratch
Strong familiarity with industry leading WFM platforms with a preference towards Verint
SQL/Python or automation experience

Responsibilities

Monitor queues, conversion-impacting SLAs, and adherence in real time
Make intraday decisions that directly impact sales conversion and customer experience (staffing shifts, skill changes, VTO, reforecasting)
Identify risks to performance (lead response time, abandonment, backlog) and drive mitigation
Partner with sales and service leaders to adjust staffing in real time
Own demand forecasting across inbound leads, outbound sales, and service interactions
Build capacity models tied to conversion rates, seasonality (e.g., policy cycles), and growth targets
Translate business goals (sales targets, campaigns) into hiring and staffing plans
Continuously improve forecast accuracy and planning assumptions
Design and manage schedules that balance speed-to-lead, service levels, and cost efficiency
Optimize staffing across peak sales windows and service demand
Improve scheduling flexibility in a multi-skill environment (sales + service overlap)
Act as the primary WFM partner to operations and sales leadership
Provide insights on capacity gaps, revenue risk, and efficiency opportunities
Build WFM processes, reporting, and governance
Identify opportunities for automation, tooling improvements, and scaling