Customer Experience Operations Analyst
Palmetto Clean TechnologyRemote
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 forecasting, scheduling, monitoring performance, and analyzing data 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.
- Manage schedule changes, time-off requests, and intraday adjustments.
- Monitor intraday performance across channels to maintain 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 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.
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
Compensation/salary range (not specified)
Work schedule: Monday - Friday, 9:00 am - 9:00 pm US Eastern Time; Saturday chat coverage 9:00 am - 5:00 pm US Eastern Time
Work environment perks: Remote work in the Philippines, balancing resource allocation across Philippines and Mexico
Additional benefits: Unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans
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