We’re hiring a Customer Service Workforce Analyst in Columbus, OH or Phoenix, AZ

The position.
At Root, we believe the best way to interpret, improve, and predict work levels across a large customer service team is by utilizing data. As a CS Workforce Analyst, you will focus primarily on real-time monitoring and workforce management for the Root CS team. This position will report directly to the CS Manager of Operations and will also interface with all CS Employees, including leadership to monitor and report impacts to operational efficiency monitor continuous improvement effects.

This candidate will dedicate themselves to supporting and improving the efficiencies and experience of the members of our Customer Service Team. We’re looking for someone with a passion for supporting the organization through a data-driven mindset and automating wherever possible to provide efficient, accurate, and relevant information in a fast-paced work environment.

What you'll be doing.

  • Communicate team absence and time off trends
  • Manage changes to scheduling to ensure adequate daily resource coverage
  • Maintain attendance report of all attendance instances
  • Analyze PTO submissions and approve/deny based on their effect on operations
  • Monitor schedule adherence and proactively reallocate resources when needed
  • Process schedule trade and schedule modification events (trainings, meetings, etc.) requests
  • Utilize process improvement skill set to identify gaps and make recommendations to improve scheduling efficiency and team member satisfaction
  • Provide analytical support/reporting for special projects
  • Document and disseminate standard operating procedures, and communicate changes to the CS Team

What we're looking for.

  • 2-3 years of experience, preferably in Workforce Management/Scheduling in contact centers with at least 50 employees
  • Demonstrated strong analytical skills
  • Ability and willingness to learn new software applications such as Google Sheets, Excel, Talkdesk, and Teleopti WFM
  • Serve as a subject matter expert and backup to peers on your team for technology solutions within the CS organization
  • Proven ability to prioritize and execute projects quickly and get things done
  • Comfortable asking questions and a willingness to learn
  • Highly organized with a focus on accuracy, timely, and adaptable to work independently with minimal supervision
  • Strong verbal and written communication skills with peers, leadership, and individuals company-wide
  • Proven ability to execute on projects quickly; “get things done” mentality
  • Unabashed question asker; willing to learn new skills for the task at hand and ability to partner with others
  • Excellent knowledge of business processes and practice
  • Support the CS Manager of Operations at any time throughout the day, including holidays, weekends, and after-hours support

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now
Who we are.
Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app.

What draws people to Root.
Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy. For assertive self-starters, the opportunities to contribute are limitless.

Impact. By challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration. We encourage rich discussion and civil debate at every turn.

People. We are inspired by the collection of crazy-smart people around us.

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at jobs@inc.joinroot.com.