Workforce Management - Real Time Analyst

Goosehead Insurance • Westlake, OH

12d

About The Position

The Real Time Analyst (RTA) monitors and analyzes workforce management and production data in real time to support contact center operations and maximize performance and efficiency. The role uses workforce management data to identify trends and patterns, anticipate outcomes, and support near-real-time operational analysis. The RTA helps ensure program KPIs and operational performance targets are met, working collaboratively or independently with minimal supervision as needed.

The RTA monitors staffing, service levels, agent adherence, scheduling exceptions, and operational incidents; partners with operations teams to improve delivery processes; and produces reports and updates for stakeholders. The role also supports continuous improvement and a strong client experience.

Requirements

• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, and PowerPoint.
• Strong work ethic.
• Strong attention to detail and a high level of accuracy.
• Ability to analyze information quickly and think systematically.
• Ability to prioritize, multitask, and complete tasks for extended periods.
• Excellent time-management skills and ability to work with minimal supervision and under tight timelines when needed.
• Strong organization and ability to adapt quickly and effectively to change.
• Demonstrated decision-making and problem-solving skills.
• Ability to execute decisively in a fast-moving, collaborative environment.
• At least 1 year of call center experience in a multichannel contact center environment.
• At least 1 year of experience working with operations or workforce management systems, such as Verint, NiCE, or Genesys.
• Evening and Saturday work may be required.

Nice To Haves

• Demonstrated evidence of leadership or strong team and collaboration skills.

Responsibilities

• Monitor real-time service agent utilization, productivity, and efficiency.
• Compare intra-day forecast schedules with actual volumes and work with operations to adjust staffing for the current or upcoming days as needed.
• Use available tools and data to support consistent achievement of service-level agreements and internal and external KPIs.
• Review and decide how to offset or minimize the impact of unplanned absences, employee or supervisor offline requests, and other unexpected operational circumstances.
• Manage project queues, including addressing agents who miss scheduled breaks or lunches, are missing in action, or are engaged in unapproved activities.
• Monitor and track widespread system issues and incidents across internal and third-party partner sites; provide consolidated updates and ensure proper escalation with relevant details, including issue description, start and end times, impact, total affected, and ticket number.
• Work with operations teams to analyze and improve delivery processes.
• Monitor email, chat, phone, and other communication channels and respond to internal and external stakeholder requests in a timely manner.
• Identify opportunities to achieve goals more efficiently or effectively through continuous improvement.
• Produce daily, weekly, and monthly internal reports as needed.
• Review and approve real-time scheduling exceptions and ensure submitted exceptions and segments are accurately entered in the relevant workforce management platform in a timely manner.
• Collaborate with other RTAs and workforce management team members to support service-level achievement, improvements, and a strong client experience.
• Perform other duties or responsibilities assigned by management.

Benefits

• High-quality voluntary health, vision, disability, life, and dental insurance programs.
• 401(k) matching plan.
• Employee stock purchase plan.
• Paid holidays, vacation, and sick leave.
• Company-sponsored programs to enhance employee physical, financial, mental, and emotional wellness.
• Financial Solution Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed