Workforce Management - Real Time Analyst

Goosehead Insurance • Westlake, OH

11d

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 systems and operational information to identify trends, anticipate outcomes, and provide near-real-time analysis. The RTA helps ensure that program and operational KPIs are consistently met, working collaboratively or independently with minimal supervision as needed.

Requirements

• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, and PowerPoint.
• Strong work ethic, attention to detail, and 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 tight timelines when needed.
• 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.
• Demonstrated leadership or strong teamwork and collaboration skills.
• Evening and Saturday work may be required.

Responsibilities

• Monitor real-time service agent utilization, productivity, and efficiency.
• Compare intraday scheduling forecasts with actual volumes and work with operations to adjust staffing during the day or for upcoming days as needed.
• Use available tools and data to support consistent achievement of service-level agreements and internal and external KPIs.
• Assess unplanned absences, employee or supervisor requests to go offline, and other unexpected circumstances, and decide how to minimize their impact.
• Manage supported project queues, including addressing agents who are not following scheduled breaks or lunches, are missing, or are engaged in unapproved activities.
• Track and consolidate updates about widespread system issues and incidents across internal and third-party partner sites, and escalate them with relevant details to support timely resolution.
• Work with operations teams to analyze and improve delivery processes.
• Monitor email, chat, phone, and other communications channels, responding to internal and external stakeholder requests in a timely manner.
• Identify opportunities to achieve goals more efficiently or effectively and maintain a continuous-improvement mindset.
• Prepare daily, weekly, and monthly internal reports as needed.
• Review and approve real-time scheduling exceptions and ensure submitted exceptions or segments are accurately and promptly entered in the applicable workforce management platform.
• Collaborate with other RTAs and workforce management team members to support SLA achievement, improvements, and a strong client experience.
• Perform other duties or responsibilities as 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.
• Corporate-sponsored programs to enhance physical, financial, mental, and emotional wellness.
• Financial Solution Program.

What This Job Offers

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