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We’re hiring a

Customer Service/ISA Work Force Management Analyst

Remote (or Columbus, OH)

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

Join us

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

Who we are

We’re harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, we’ve built one of the most innovative FinTech companies in the world. And we’re just getting started.

What draws people to Root

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an 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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Root Inc.

80 E. Rich Street

Suite 500

Columbus, OH 43215

Copyright ROOT 2021. ROOT is a registered servicemark of Root Insurance Company, Columbus, OH. Disclaimer for quotes: We reserve the right to refuse to quote any individual a premium rate for the insurance advertised herein. Disclaimer for coverage: Coverage is available in the event of a covered loss. Exclusions may apply. Not available in all states. Disclaimer for savings: Based on savings reported by actual customers who purchased a new Root policy between October 2019 - July 2020; changes in coverage levels not evaluated. For California residents: Telematics is not used and resulting represented savings are not applicable. Referral program not applicable. Roadside Assistance purchased as separate coverage. Visit joinroot.com/califaq for more information. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.