Customer Service Analytics & Insights Analyst

📋 Description

• Demand forecasting and analysis: Interpret customer service demand forecasts, assess model outputs
• Develop scenarios for product launches, pricing changes, policy updates, live events, outages
• Forecast accuracy and root-cause analysis: Investigate forecast variances to understand why actual
• Identify recurring biases and patterns across markets, channels, contact drivers, forecasting
• Workforce and capacity planning: Maintain forecasting calendars, assumptions, event inputs, and
• Deliver reliable demand outlooks to Workforce Management and Capacity Planning teams, accounting

🎯 Requirements

• Education: Bachelor's degree in Mathematics, Statistics, Economics, Finance, Engineering, Data
• Professional experience: At least 4 years of experience in analytics, customer insights, research
• Technical expertise: Proficiency in SQL and spreadsheet modeling, with the ability to investigate
• Forecasting knowledge: Working knowledge of forecasting principles, including seasonality
• Customer analytics: Experience analyzing customer behavior, service interactions, or contact center
• Generative AI experience: Demonstrated experience applying Generative AI tools in analytical

🎁 Benefits

• Competitive compensation: Annual salary ranging from $150,000 to $230,000, depending on location
• Flexible compensation structure: The opportunity to choose annually how compensation is allocated
• Comprehensive healthcare: Access to health insurance plans and health savings and flexible spending
• Mental health and well-being: Mental health support and programs designed to support employee
• Retirement and financial security: 401(k) retirement plan with employer matching and a stock option
• Insurance protection: Disability coverage, life insurance, and serious injury benefits.