Customer Service Analyst, Analytics & Insights

This is a fully remote position, open to applicants in United States.

📋 Description

• Analyze the output from CS demand forecasts, determining when human judgment or overrides are necessary, and document the rationale behind these decisions.

• Create overlays and scenarios for future events and quantify anticipated demand ranges.

• Conduct variance analysis and root-cause assessments to identify systematic biases.

• Share insights with forecasting tool teams and convert operational contexts into requirements for improvement.

• Maintain the forecasting calendar, underlying assumptions, event inputs, and measures of forecast accuracy.

• Deliver the final demand outlook to Workforce Management and Capacity Planning collaborators.

• Identify tasks related to preparation, validation, and QA that can be automated.

• Conduct analyses on CS contact drivers and customer experiences.

• Assist in launch tracking, post-launch evaluations, recurring insights, and research initiatives.

• Collaborate with CS vendor partners to perform routine research tasks and review their outputs.

• Leverage GenAI and conversation-intelligence tools to analyze contacts on a large scale.

• Synthesize findings into narratives and recommendations for CS leadership and cross-functional stakeholders.

• Partner with Data Analysts regarding data needs, datasets, and dashboards.

• Provide support to Streaming, Player Support, and Games Moderation business units.

• Share coverage and best practices with fellow analysts.

• Revamp forecasting and insights workflows utilizing GenAI tools.

⛳️ Requirements

• A bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science, or a related quantitative field, or equivalent experience.

• Over 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact-center analytics, with a proven track record of translating data into actionable recommendations.

• Proficient in SQL and spreadsheet modeling, with the capability to critically analyze a model or dataset instead of simply accepting its output.

• Familiarity with forecasting concepts such as seasonality, event impacts, workload, and forecast accuracy, or the capacity to learn these concepts quickly.

• Experience in analyzing customer or CS contact data to pinpoint drivers, trends, and root causes.

• Excellent written and verbal communication skills, including the ability to articulate forecast changes and research findings to non-technical and senior audiences.

• Proven experience in utilizing GenAI tools in analytical tasks.

• Direct experience in managing or interpreting a contact-center demand forecast (interval, daily, or weekly), including AHT and workload analysis.

• Familiarity with contemporary forecasting tools, or proficiency in Python/R beyond spreadsheet-based forecasting.

• A background that merges forecasting with customer insights or research, underpinned by a solid foundation in statistics.

• Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data.

• Experience working 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 utilized for vacation, holidays, and sick leave.

• Full-time salaried employees are granted immediate access to flexible time off.