Customer Experience Operations Analyst - Remote

Overview

The Customer Experience (CX) Operations Analyst plays a key role in supporting the operational success of our global Customer Experience team, which provides solar customer support across phone, chat, and email channels.

In Short

• Support development of short- and long-term volume forecasts.
• Assist in capacity planning and headcount modeling.
• Build and maintain weekly agent schedules.
• Monitor intraday performance across channels.
• Prepare daily, weekly, and monthly reports on key WFM metrics.
• Analyze trends to improve forecasting and scheduling accuracy.
• Partner with Operations, QA, and Training teams.
• Experience in Workforce Management, Real-Time Analysis, or Capacity Planning.
• Proficiency with WFM tools and advanced Excel skills.
• Strong analytical and problem-solving abilities.

Requirements

• 2–4 years of experience in a contact center environment.
• Experience supporting multi-country or remote teams preferred.
• Proficiency with WFM tools (e.g., NICE, Verint, Calabrio).
• Advanced Excel or Google Sheets skills.
• Excellent written and verbal communication skills.
• Experience in solar, energy, or technical support industries is a plus.

Benefits

• Unlimited PTO.
• Medical, dental, and vision coverage.
• Paid parental leave.
• Retirement plans.
• Career growth and talent development opportunities.