FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Tech Stack
Tools & technologiesETLSQL
About the role
Key responsibilities & impact- Automation & Innovation Ownership (Identify Automatable Work → Define AI Use Cases → Deliver Mechanisms) Build and maintain an automation opportunity map across CS analytics and WFM-adjacent workflows (reports, dashboards, investigations, variance analysis, playbooks, documentation, ticket triage, alerting).
- Global Mechanisms Ownership (Data → Dashboard → Alert → Playbook) Own one or more global domains (examples: Service Analytics, Benefits Analytics, Experience Survey, Workforce Productivity). Design end-to-end mechanisms that connect leading indicators (queue health, staffing gaps, backlog risk, quality signals, customer sentiment) to clear playbooks.
- Advanced Analytics & Causal Analysis Lead deep dives and root cause analyses to explain KPI movements (SLA, AHT, backlog, occupancy, refusal rate, transfers).
- Forecasting / Capacity Planning Partnership Partner with Forecasting and Capacity Planning on scenario planning: seasonality, product launches, disruptions, new region onboarding. Quantify the impact of skill mix, shrinkage, staffing models, and operational policies.
- Central Data Platform & Metric Governance Act as steward of KPI definitions, semantic layers, and core CS reporting datasets. Align data models with master data principles; ensure consistent dimensions (site, channel, skill, language, vendor, case type). Raise quality standards (reconciliation, anomaly detection, documentation)
- Responsible AI, Risk Management, and Compliance Ensure all automation/AI solutions respect: data privacy and confidentiality regulatory and legal requirements, internal governance and security standards, fairness and explainability (especially for people-impacting metrics).
- Mentorship & Team Development Mentor Intraday and Data Analysts in analytical thinking, data quality, dashboarding, and storytelling.
Requirements
What you’ll need- 3–5+ years in analytics/WFM analytics/BI or operations strategy, ideally in global customer service or contact centers.
- Advanced SQL, dashboarding, metric modeling; strong statistical reasoning.
- Strong stakeholder management across multiple time zones and seniority levels.
- Clear evidence of an automation-first mindset: repeatedly improved efficiency by removing manual steps, standardizing outputs, or introducing repeatable mechanisms.
- Preferred: Experience designing experiments, causal inference methods, forecasting validation, or advanced driver decomposition.
- Familiarity with data platform concepts (ETL/ELT, orchestration, governance, semantic modeling, data observability).
- Experience with automation approaches/tools (examples: workflow automation, low-code automation, API-based integrations, scheduled pipelines)
- Practical exposure to AI/ML/GenAI in business contexts (examples: anomaly detection, forecasting enhancements, automated narratives, ticket triage, text analytics), including evaluation and governance.
- Strong curiosity and comfort learning new tools quickly; consistently challenges the status quo while respecting compliance constraints.
Benefits
Comp & perks- N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLdashboardingmetric modelingstatistical reasoningautomationcausal inferenceforecasting validationdata governanceETLdata observability
Soft Skills
stakeholder managementanalytical thinkingdata qualitystorytellingmentorshipcuriosityadaptabilityproblem-solvingcommunicationteam development