The Position. 

We’re looking for a driven and focused individual to elevate our growing Customer Service team. The ideal candidate will have a track record of working with Workforce Management, Continuous Improvement, and vendors to build a roadmap for projects and improve productivity. The Manager - Customer Service Work Force Management & Systems is responsible for overseeing Workforce, Project, and Vendor Management by collaborating closely with the Product Team, Engineering, and leadership. Given our rapid growth and customer-focused culture, the most successful candidate will be able to seamlessly step into our fast-paced environment and guide sound decision making that will set the tone for Root's relationships with our customers.

What you'll be doing. 

Operations

• Play a leading role in designing and executing both short-term and long-term goals and for each of the individual divisions.
• Work with Managers, QA, Trainers, WFM and other stakeholders to actively identify areas for improvement and to continually optimize internal processes and workflows.
• Collaborate with the Product Team, Engineering, leadership, and select vendors and partners to build and maintain a roadmap describing the sequence and schedule of projects.
• Plan, track and manage key projects. Maintain communication plan with leadership.
• Plan and execute technology implementation efforts between vendors and internal business partners. In addition, coordinate training and communication efforts to team.

Management Information & Planning

• Utilize resources across the Operations and Product teams to build, maintain and continually improve reports and dashboards covering key metrics including but not limited to the following:
  • Average Handle Time
  • After Call Work Time
  • CSAT
  • Emails Per Hour
  • First Time Final Response Rate
  • Backoffice Productivity

Vendor Management

• Coordinate the identification and selection of new vendors who can meet our current and future needs.
• Identify and define KPIs and SLAs for all partners and vendors.
• Utilize resources on the Operations Team and across the department to conduct a diligent audit of all invoices before payments are issued.
• Ensure timely and accurate payment of invoices.
• Maintain and publish an organized, consolidated schedule of key dates in all vendor contracts; the schedule will also show all contractual and internal deadlines around invoice payments, audit deadlines and notice-of-contract-expiration.

Licensing

• Build and maintains a database showing which associates hold licenses in which states. Identifies areas where we are under/over represented.
• Maintain a schedule of continuing education requirements and deadlines for all licensed employees across the department.

Workforce Management

• Lead the Workforce Management Team to ensure optimal forecasting and scheduling practices are executed. 
• Ensure the WFM Team is effectively monitoring real-time performance to re-evaluate intraday changes based on business needs.
• Partner with leadership to identify staffing trends and communicate outlier schedule performance for appropriate coaching.

What we're looking for.

• 2+ years of leadership experience
• Call center experience
• Workforce management experience
• Experience with 6-Sigma and Kaizen techniques
• Strong example of taking personal initiative to drive change and improvement 
• Working with ambiguity
• Strategic when considering the big picture
• Ability to gather and analyze data