Operations Analyst, Workforce Management

The Role: 

Carrot is looking for an Operations Analyst to join our Operations team. Reporting to the Senior Operations Manager, Predictive Analytics, you will handle daily workforce management tasks, including intraday monitoring, scheduling, time-off requests, and managing our workforce platform. You'll collaborate with Operations and Member Success leadership to ensure optimal staffing coverage and adherence to business needs.

As part of our Operations team, you’ll directly assist our Member Success team who supports Carrot’s members through various modalities (e.g. phone, email, and any future channel). You'll analyze volume trends, interpret data, and make staffing recommendations that align with financial goals and operational priorities. You'll also present insights and recommendations to leadership to drive strategic decisions.

To excel in this role, you must thrive in a fast-paced environment, communicate effectively, solve problems efficiently, and present data-driven insights clearly. Strong time management and flexibility for special projects are essential. This is an individual contributor role with key responsibilities including:

• Perform intraday management by monitoring and optimizing agent efficiencies and schedule adherence in real time. Work with Member Success leadership to adjust workflows dynamically to meet business demands and maintain service level targets.
• Develop and manage workforce schedules to ensure SLA compliance, making real-time adjustments as needed to adapt to changing business conditions.
• Track and analyze key performance metrics—including contact volume, abandon rate, ASA, AHT, adherence, occupancy, and utilization—to identify trends, optimize performance, and drive continuous improvement. Conduct deep-dive analyses to uncover root causes and provide actionable insights.
• Collaborate with Operations and Member Success leadership to develop and execute workforce-related strategies that enhance scalability and operational efficiency.
• Oversee our workforce management platform, ensuring seamless functionality and alignment with business needs.
• Partner with the Senior Operations Manager, Predictive Analytics and Carrot’s Business Intelligence team to design, enhance, and maintain reporting tools that deliver meaningful performance insights to senior management and key stakeholders.
• Manage time-off requests for Member Support agents by assessing seasonal work volumes and determining the optimal number of agents to be off on any given day, acting as the primary point of contact for coordinating approvals.

The Team: 

You will join a fast-growing Operations team at Carrot with the opportunity to work with various teams across the organization. 

Minimum Qualifications: 

• Bachelor’s Degree
• 2+ years of experience in workforce management, specifically within a contact center or high production environment
• Advanced Excel skills and the ability to manipulate and model large sets of data
• Experience managing WFM software or tools (e.g., Tymeshift, Five9, etc.)
• Effectively communicate complex information to a diverse group of business partners
• Excellent written, verbal, and presentation skills
• Ability to independently manage multiple tasks for multiple groups and work reliably in time-sensitive situations
• Demonstrates a high degree of personal accountability, passion, and execution
• Experience working closely with senior support leaders, prior exposure to high-growth, fast-paced work environments

Preferred Qualifications:

• Experience working closely with senior support leaders, previous exposure to high-growth work environments
• Proficiency with Atlassian tools (e.g., Jira, Confluence)
• Proficiency with Zendesk, or other relevant CRM tools
• Exposure and comfort using business-data tools (e.g., Domo, Tableau)
• Flexible and able to change priorities quickly, capacity to manage multiple priorities

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $67,000-$80,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected]