Customer Service Analyst, Analytics & Insights

🕒 October 27

🇺🇸 United States – Remote

💵 $150k - $230k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

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📋 Description

• Interpret CS demand forecast output, identify when human judgment or overrides are warranted, and document the rationale • Build overlays and scenarios for upcoming events and quantify likely demand ranges • Perform forecast variance and root-cause analysis to identify systematic bias • Share learnings with forecasting-tool teams and translate operational context into improvement requirements • Maintain the forecasting calendar, assumptions, event inputs and forecast-accuracy measures • Provide the final demand outlook to Workforce Management and Capacity Planning partners • Identify preparation, validation and QA work that can be automated • Conduct CS contact-driver and customer-experience analysis • Support launch tracking, post-launch evaluation, recurring insights, and research projects • Work with CS vendor partners to execute routine research tasks and review outputs • Use GenAI and conversation-intelligence tools to analyze contacts at scale • Package findings into stories and recommendations for CS leadership and cross-functional partners • Partner with Data Analysts on data requirements, datasets and dashboards • Support Streaming, Player Support and Games Moderation business units • Share coverage and best practices with fellow analysts • Redesign forecasting and insights workflows around GenAI tools

🎯 Requirements

• Bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science or a related quantitative field, or equivalent experience • 4+ years in analytics, customer insights, research, forecasting, workforce management or contact-center analytics, with a record of turning data into recommendations • Proficiency in SQL and spreadsheet modeling, and the ability to interrogate a model or dataset rather than accept its output at face value • Working understanding of forecasting concepts such as seasonality, event impacts, workload and forecast accuracy, or the ability to learn them quickly • Experience analyzing customer or CS contact data to identify drivers, trends and root causes • Strong written and verbal communication, including explaining forecast changes and research findings to non-technical and senior audiences • Demonstrated experience applying GenAI tools in analytical work • Direct experience owning or interpreting a contact-center demand forecast (interval, daily or weekly), including AHT and workload • Experience with modern forecasting tools, or Python/R beyond spreadsheet-based forecasting • Background combining forecasting with customer insights or research, with a strong foundation in statistics • Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data • Experience in outsourced or multi-vendor contact-center environments

🏖️ Benefits

• Health Plans • Mental Health support • 401(k) Retirement Plan with employer match • Stock Option Program • Disability Programs • Health Savings and Flexible Spending Accounts • Family-forming benefits • Life and Serious Injury Benefits • Paid leave of absence programs • Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off • Full-time salaried employees are immediately entitled to flexible time off

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