Customer Service Analytics & Insights Analyst
New
J
JobgetherCustomer service analytics
Based in the United StatesFull-TimeMiddle
SalaryAnnual salary ranging from $150,000 to $230,000, depending on location, professional background, skills, and experience. The opportunity to choose annually how compensation is allocated between salary and stock options, subject to the applicable compensation program. The role does not include an annual cash bonus.
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Job Details
- Experience
- At least 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact center analytics
- Required Skills
- PythonSQLRGenerative AI
Requirements
- Bachelor's degree in Mathematics, Statistics, Economics, Finance, Engineering, Data Science, or another quantitative discipline, or equivalent practical experience.
- At least 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact center analytics.
- Proficiency in SQL and spreadsheet modeling.
- Ability to investigate datasets, challenge model outputs, validate assumptions, and assess data quality.
- Working knowledge of forecasting principles, including seasonality, event-driven demand, workload estimation, and forecast accuracy, or ability to develop this expertise quickly.
- Experience analyzing customer behavior, service interactions, or contact center data to identify contact drivers, trends, operational challenges, and root causes.
- Demonstrated experience applying Generative AI tools in analytical workflows.
- Strong written and verbal communication skills, including explaining findings to non-technical audiences and senior stakeholders.
- Preferred: experience with contact center demand forecasts, average handling time (AHT), and workload metrics.
- Preferred: familiarity with forecasting tools, Python or R, and statistical analysis.
- Preferred: qualitative or mixed-methods research, natural language processing (NLP), or outsourced and multi-vendor contact center experience.
Responsibilities
- Interpret customer service demand forecasts, assess model outputs, make informed adjustments, and document forecasting decisions.
- Develop scenarios for product launches, pricing changes, policy updates, events, outages, marketing campaigns, and market-specific anomalies.
- Investigate forecast variances and identify recurring biases and patterns across markets, channels, contact drivers, forecast horizons, and event types.
- Maintain forecasting calendars, assumptions, event inputs, and accuracy metrics, and deliver demand outlooks to Workforce Management and Capacity Planning teams.
- Analyze contact drivers, customer experience data, and service interactions to identify emerging issues, customer friction points, demand shifts, and effects of product, pricing, and policy changes.
- Partner with analytics teams, customer service leaders, and external service providers to define research requirements, coordinate research, and validate deliverables.
- Use Generative AI and conversation intelligence tools to analyze customer interactions, identify themes, and uncover actionable insights.
- Identify opportunities to automate forecasting preparation, validation, quality assurance, and reporting tasks.
- Translate analyses into narratives, dashboards, and recommendations for senior leaders and cross-functional stakeholders.
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