Senior Manager - Workforce Management
About Goosehead
Since 2003, GooseheadInsurance has been disrupting the insurance industry by giving clients the power of choice, utilizinga smarter marketing approach, and delivering world-class service. This is all powered by our focus on hiring and retainingextraordinary people. Our clients trust us with their most valuable possessions, so we’remore 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, capacityplans, schedules) to scale enterprise.
Optimizeresources and discover cost effective call routing opportunities.
Develop accuratedemand forecasts and workforce staffing models to guarantee optimalstaffing 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 Skillsand Abilities
Previousexperience 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:
Gooseheadis an equal-opportunityemployer and complies withall applicable federal, state, and local laws, rules, guidelines, and regulations. Gooseheadstrictly 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!