Blueground

CX Data Analyst

Blueground

full-time

Posted on:

Location Type: Hybrid

Location: Athens • Greece

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

SQLTableau

About the role

  • - Monitor and report on key workforce metrics related to service level, process adherence, utilization, and absenteeism.
  • - Provide regular staffing insights and optimization opportunities to CX leaders.
  • - Track individual and team performance metrics in alignment with business goals.
  • - Build and maintain dashboards and reports that provide visibility into performance for coordinators, managers, and leadership.
  • - Deliver weekly, monthly, and quarterly performance reports.
  • - Own and manage the Metabase folder containing official CX dashboards and reports.
  • - Serve as the liaison between CX and Business Intelligence (BI) to ensure accuracy and consistency in reporting.
  • - Automate recurring reports and workflows wherever possible.
  • - Maintain a central documentation hub for metric definitions and calculation methodologies.
  • - Monitor ticket and call volumes to identify spikes, trends, and their root causes.
  • - Report volume fluctuations and propose action plans to address them.
  • - Design and utilize systems for real-time workload monitoring and proactively recommend shift adjustments.
  • - Support long-term capacity planning in partnership with CX leadership.
  • - Manage agent schedules in collaboration with Team Leaders to ensure optimal coverage across all time zones.
  • - Balance staffing based on forecasted demand, factoring in breaks, meetings, training, and time off.
  • - Accurately track and report productive hours for each coordinator.
  • - Coordinate shift swaps, leave requests, and backup plans for unplanned absences in collaboration with Team Leaders.
  • - Develop and maintain a shift management tool that provides clear visibility for all stakeholders.
  • - Establish and oversee the process for communicating schedule changes and handling shift-related requests.

Requirements

  • - Fluency in English (verbal and written).
  • - 5+ years of experience in Workforce Management and/or Reporting.
  • - Advanced proficiency in Excel and SQL; experience with reporting tools such as Metabase or Tableau will be considered a plus. As well as ability to use Gsheet Appscript
  • - Proven ability to manage scheduling, performance data, and multiple priorities in a fast-paced environment.
  • - Strong analytical mindset with excellent attention to detail.
  • - Experience working cross-functionally with operations, data, and leadership teams.
Benefits
  • - Competitive salary & annual performance bonus
  • - Flexible paid time off
  • - Group Health Insurance program
  • - Enhanced parental leave
  • - Dynamic working environment with talented people
  • - Flexible work environment through our Blueground Nomads employee mobility program
  • - Complimentary accommodation in Blueground locations. Think summer in Greece and winter in LA!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementreportingExcelSQLMetabaseTableauGsheet Appscriptperformance metricsdata analysiscapacity planning
Soft Skills
analytical mindsetattention to detailcommunicationcollaborationtime managementproblem-solvingorganizational skillsadaptabilityleadershipprioritization