Customer Experience Operations Analyst
Palmetto Clean TechRemote
Full Time
Posted December 31, 2025
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Job Description
The Customer Experience CX Operations Analyst supports the operational success of a global solar customer support team by managing forecasting, scheduling, real-time monitoring, and performance reporting to ensure high service levels across multiple channels and regions.
Key Responsibilities
- Forecast and plan workforce capacity based on historical data and business needs.
- Build and maintain weekly agent schedules to ensure adequate multi-channel coverage.
- Monitor real-time performance across channels and queues to meet service level targets.
- Alert operations teams to volume spikes, outages, or attendance issues and recommend adjustments.
- Track adherence and occupancy to ensure schedule compliance.
- Prepare and analyze reports on key workforce management metrics such as SLA, adherence, AHT, and forecast accuracy.
- Collaborate with Operations, QA, and Training teams to align staffing with performance goals and implement new WFM processes or tools.
Requirements
- 2 to 4 years of experience in Workforce Management, Real-Time Analysis, or Capacity Planning in a contact center environment.
- Proficiency with Workforce Management tools such as NICE, Verint, Calabrio, or equivalent.
- Advanced Excel or Google Sheets skills, including the ability to create pivot tables and use formulas for forecasting.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Experience supporting multi-country or remote teams is preferred.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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