Customer Experience Operations Analyst
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Job Description
CX Operations Analyst supporting operational success of solar customer support team. Responsible for forecasting, scheduling, and performance reporting for service levels.
Responsibilities:
- Support development of short- and long-term volume forecasts using historical trends, business drivers, and marketing inputs.
- Assist in capacity planning and headcount modeling to support team growth.
- Identify and communicate variances between forecasted and actual performance.
- Build and maintain weekly agent schedules that meet coverage needs for operating hours.
- Monitor intraday performance across channels and queues to maintain service level targets.
- Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
- Partner with Operations, QA, and Training to align staffing with readiness and performance goals.
Requirements:
- 2–4 years of experience in Workforce Management, Real-Time Analysis, or Capacity Planning in a contact center environment.
- Experience supporting multi-country or remote teams preferred.
- Proficiency with WFM tools (e.g., NICE, Verint, Calabrio, or equivalent).
- Advanced Excel or Google Sheets skills; ability to create pivot tables and use formulas for forecasting.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Experience in solar, energy, or other technical support industries is a plus.
Benefits:
- unlimited PTO
- medical, dental, and vision coverage
- paid parental leave
- retirement plans
- talent development
- career growth
- purpose-driven work
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