Customer Experience Operations Analyst
Palmetto Clean TechRemote
Full Time
Posted January 14, 2026
Solar Energy
Remote
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Job Description
The Customer Experience CX Operations Analyst supports the operational success of a global customer support team by managing forecasting, scheduling, real-time monitoring, and performance reporting to ensure high service levels across multiple channels in a remote, multi-country environment.
Key Responsibilities
- Support operational success of the Customer Experience team through forecasting, scheduling, and performance monitoring.
- Develop short- and long-term volume forecasts using historical data and business inputs.
- Assist in capacity planning and headcount modeling to support team growth.
- Build and maintain weekly agent schedules to ensure adequate multi-channel coverage.
- Monitor intraday 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, shrinkage, 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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