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
What We’re Looking For
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 Have
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
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What We Do
Goosehead Insurance is an innovative independent personal lines insurance agency that distributes its products and services through corporate and franchise locations throughout the United States. Founded in 2003, the company focuses on providing extraordinary value by offering a broad choice of products and a world-class service experience, representing over 200 insurance companies that underwrite both personal and commercial lines.
