Samuel Roll
About Samuel Roll
Samuel Roll is a Senior Intraday Analyst at Melio, where he has worked since 2022. He has significant experience in workforce management, having implemented software solutions and established processes for contact centers.
Work at Melio Payments
Samuel Roll has been serving as a Senior Intraday Analyst at Melio since 2022. In this role, he utilizes his expertise in workforce management to optimize operations within the company. His responsibilities include analyzing real-time data to ensure efficient scheduling and adherence to service levels. His work supports the overall performance of the contact center, contributing to Melio's commitment to delivering quality customer service.
Education and Expertise
Samuel Roll earned a Bachelor's degree in Political Science and Philosophy from Colorado State University, completing his studies from 2015 to 2020. This educational background provides him with a strong analytical foundation, which he applies in his current role as a Senior Intraday Analyst. His academic experience complements his professional skills in workforce management and data analysis.
Background
Before joining Melio, Samuel Roll gained valuable experience in workforce management at Gusto, where he worked as a Workforce Management Intraday Specialist from 2019 to 2022. He also held positions at Slalom as an Intern Team Member in 2018 and served as a New Member Educator for Alpha Epsilon Pi from 2017 to 2018. His diverse background in various roles has equipped him with a comprehensive understanding of contact center operations.
Achievements
Samuel Roll played a key role in implementing the NICE Workforce Management software for a contact center with approximately 300 agents. This initiative included tools for scheduling, real-time adherence, and volume forecasting. Additionally, he created a comprehensive Excel spreadsheet to track and archive incoming phone and chat volumes, which featured auto-populated daily reports. His efforts have significantly improved operational efficiency and data management within the contact center.
Workforce Management Experience
In his previous role at Gusto, Samuel established Workforce Management processes for a contact center that lacked similar support. He focused on intraday management, scheduling, and forecasting, which enhanced the overall performance of the team. Samuel autonomously managed intraday decisions for a contact center team of around 60 agents, ensuring adherence to key customer-facing metrics such as Service Level Agreements and Average Speed to Answer.