Customer Experience Operations Analyst
Remote regions
PhilippinesBenefits
Unlimited PTO
Similar Jobs
See allWorkforce Management Analyst
Bestow
US
Excel
SQL
Senior Manager of Workforce Management
Topstep
WFM
Forecasting
Scheduling
Workforce Manager
Solace
US
Zendesk
Google Sheets
Communication
Intraday Traffic Analyst
Telvista
US
Excel
SQL
WFM
Workforce Optimization Analyst
UnityPoint Health
US
Data Mining
Analytical
Microsoft Office
Strategic & Tactical Forecasting & Planning:
- 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.
Scheduling:
- Build and maintain weekly agent schedules that meet coverage needs for operating hours.
- Manage schedule changes, time-off requests, and intraday adjustments.
Reporting & Analysis:
- Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
- Analyze trends and provide insights to improve forecasting and scheduling accuracy.
Palmetto
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. Our employees are our most valuable resource, and we foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.