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

At Root, the customer is at the heart of all we do. Our customer service team is the gateway to our customers and directly shapes both our customer experience and the product we are building.

Candidate will serve as Workforce Management Analyst in our Customer Service Contact Center.  Responsible for all WFM tasks including scheduling, absence/time off tracking, and real time call queue monitoring.
 
Reports to Customer Service Manager

Estimated Salary - $40-45K depending on experience

Responsibilities

  • 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 requests
  • Process requests for schedule modifications events (training/meetings, etc.)
  • 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
  • Perform any other related duties as assigned

Requirements

  • 2-3 years experience in Workforce Management/Scheduling, preferably in contact centers with at least 50 employees.
  • Demonstrated strong analytical skills
  • Ability and willingness to learn new software applications
  • Highly organized with a focus on accuracy and timeliness
  • Adaptability to work independently with minimal supervision
  • Great verbal and written communication skills with team, management, and company
  • Ability to work occasional evenings and weekends when needed

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

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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 [email protected].