Customer Experience Operations Analyst

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 Strong analytical and problem-solving abilities Excellent written and verbal communication skills Experience in solar, energy, or other technical support industries is a plus

Support development of short- and long-term volume forecasts Assist in capacity planning and headcount modeling Build and maintain weekly agent schedules Manage schedule changes, time-off requests, and intraday adjustments Monitor intraday performance across channels and queues Alert Operations and Team Leads to issues and recommend adjustments Track adherence and occupancy Prepare daily, weekly, and monthly reports on WFM metrics Analyze trends and provide insights Maintain data integrity across WFM and CRM tools Partner with Operations, QA, and Training Assist Customer Experience Manager in implementing new WFM processes or tools