Senior Manager, Workforce Management

Working at Goosehead

We've worked hard to earn the trust of our clients, so we're more than a bit selective when it comes to hiring new people. If you think you have what it takes to grow with our company, we would love to meet you.

Job Description:

At Goosehead, we value our employees. Our mission is to help each of you grow personally and professionally. If you are interested in learning more about this opportunity, please apply and a member of our Talent Acquisition team will be in touch. We look forward to speaking with you! 

Position Overview:

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.

Key Responsibilities:

• Develop workload/staffing plans (forecasts, capacity plans, schedules) to scale enterprise. 
• Optimize resources and discover cost effective call routing opportunities. 
• Develop accurate demand forecasts and workforce staffing models to guarantee optimal staffing 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

Required Experience and Skills:

• Bachelor’s degree in business, insurance, or related field
• 4 years of leadership experience
• 6 years of Workforce Management experience
• Previous experience 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:

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.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!