Workforce and Analytics Manager

4 weeks ago

Columbus, Ohio, United States Improveit Home Remodeling Full time
About the Role

Improveit Home Remodeling is seeking a highly skilled Workforce and Analytics Manager to join our team. As a key member of our operations team, you will be responsible for creating and managing schedules for our call center and canvass teams, ensuring optimal staffing levels to drive productivity.

Key Responsibilities:

  • Scheduling & Workforce Management:
    • Own the creation and management of schedules for the call center and canvass teams.
    • Analyze data to recommend the best scheduling strategies for improving team performance.
    • Monitor and adjust schedules as needed to accommodate business needs.
  • Mapping & Territory Management:
    • Create and optimize canvassing routes and territories using GIS and other mapping tools.
    • Provide the canvass team with insights based on geographic analysis to maximize efficiency in target areas.
  • Data Analysis & Reporting:
    • Pull and analyze performance data from Salesforce, Ring Central / CX One, and other platforms.
    • Track and report on key metrics, including lead generation, conversion rates, lead source and sales team performance, and agent productivity.
    • Prepare and present regular reports and dashboards to management, highlighting trends and opportunities for improvement.
  • Logistics Coordination:
    • Coordinate schedules and logistics for canvass employees attending home shows and events.
    • Ensure canvass teams are equipped with necessary materials and instructions for each event.
  • Collaboration & Communication:
    • Work closely with all teams to understand their scheduling needs and provide analytical support.
    • Collaborate with other departments, including marketing and sales, to ensure canvass efforts align with broader company goals.
    • Present findings and recommendations to leadership in a clear and concise manner.

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