Customer Experience Operations Analyst
Palmetto
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteSalary
💰 ₱0 - ₱10,000 per month
Job Level
JuniorMid-Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementreal-time analysiscapacity planningforecastingdata analysisreportingpivot tablesformulas
Soft skills
analytical skillsproblem-solvingwritten communicationverbal communication