Customer Experience Operations Analyst

Location

This position will be based remotely in the Philippines. 

Reporting

This role will report into the Customer Experience Manager. 

Summary of Role 

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. This position is responsible for forecasting, scheduling, real-time monitoring, and performance reporting to ensure service levels are consistently met for Tier 1 (inbound), Tier 2 (outbound and case work), and Customer Advocacy (escalations and legal cases).

This role requires strong analytical skills, attention to detail, and experience with workforce planning tools in a contact center or BPO setting.

Strategic & Tactical

• Forecasting & Planning
  • Support development of short- and long-term volume forecasts using historical trends, business drivers, and marketing inputs.
  • Assist in capacity planning and headcount modeling to support team growth.
  • Identify and communicate variances between forecasted and actual performance.
• Scheduling
  • Build and maintain weekly agent schedules that meet coverage needs for operating hours:
  • Monday - Friday, 9:00 am - 9:00 pm US Eastern Time (9:00 pm - 9:00 am PHT)
  • Saturday Chat coverage, 9:00 am - 5:00 pm US Eastern Time (9:00 pm - 5:00 am PHT)
  • Balance resource allocation across the Philippines and Mexico to ensure adequate multi-channel coverage.
  • Manage schedule changes, time-off requests, and intraday adjustments.
• Real-Time Management (RTM)
  • Monitor intraday performance across channels and queues to maintain service level targets.
  • Alert Operations and Team Leads to volume spikes, outages, or attendance issues, and recommend adjustments as needed.
  • Track adherence and occupancy to ensure schedule compliance.
• Reporting & Analysis
  • Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
  • Analyze trends and provide insights to improve forecasting and scheduling accuracy.
  • Maintain data integrity across WFM and CRM tools.
• Cross-Functional Collaboration
  • Partner with Operations, QA, and Training to align staffing with readiness and performance goals.
  • Customer Experience Manager in implementing new WFM processes or tools.

Qualifications

• 2–4 years of experience in Workforce Management, Real-Time Analysis, or Capacity Planning in a contact center environment.
• Experience supporting multi-country or remote teams preferred.
• Proficiency with WFM tools (e.g., NICE, Verint, Calabrio, or equivalent).
• Advanced Excel or Google Sheets skills; ability to create pivot tables and use formulas for forecasting.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Experience in solar, energy, or other technical support industries is a plus.

Success Defined

• Accurate forecasts and efficient schedules that meet service level targets.
• Minimal variance between forecasted and actual performance.
• Proactive communication and coordination across Operations and Workforce teams.
• Reliable reporting that drives data-based staffing and performance decisions.