Customer Service Data Specialist
Core
Operational control tower for Customer Service, managing workforce management, performance metrics, and data-driven decision-making to optimize demand, capacity, and staffing.
Role type
Senior individual contributor data analyst (workforce management)
Builds
Workforce management plans, staffing schedules, performance dashboards, and operational reports
Domain
Customer Service Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Workforce management (forecasting, staffing, scheduling, capacity planning, shrinkage, intraday management), KPI monitoring, data visualization, root cause analysis, automation/AI integration, advanced Excel/Google Sheets, BI tools
Preferred skills
Looker, Intercom, AI/automation experience
Responsibilities
Monitor daily volume, backlog, SLA, response times, and performance metrics; Manage workforce management cycle including forecasting and scheduling; Identify coverage gaps and recommend staffing adjustments; Create and maintain dashboards and reports in Looker, Intercom, and Google Sheets; Ensure KPI definitions and data sources are accurate and reproducible; Prepare weekly and monthly performance reports with insights and recommendations; Own Intercom configuration for CS inboxes, queues, routing, and reporting; Conduct root cause analysis for performance deviations; Support leadership and Team Leaders with data analysis; Identify automation and AI opportunities; Provide analytical support during incidents and operational changes
Seniority
Senior, hands-on IC
