Data Analyst

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

📋 Description

• Generate daily reports, dashboards, and continuous insights that emphasize trends, risks, and opportunities.

• Oversee KPIs and SLAs to ensure productivity, accuracy, and operational uniformity.

• Create forecasting models and capacity insights for staffing and operational strategies.

• Develop staffing heat maps and implement WFM principles to enhance coverage and resource distribution.

• Analyze root causes of operational inefficiencies.

• Propose actionable process enhancements.

• Provide timely analysis to facilitate informed decision-making.

• Collaborate with ModSquad, a customer experience services firm that supports customer support, content moderation, trust and safety, community management, and social media services.

⛳️ Requirements

• Highly skilled in Google Sheets, including Pivot Tables, Lookups, and intricate data manipulation formulas.

• Practical experience with Zendesk Explore.

• Familiarity with Tableau is an advantage.

• Direct experience with Workforce Management (WFM) principles, staffing heat maps, and scheduling analytics.

• Demonstrated ability to effectively translate and convey complex data concepts to non-technical stakeholders.

• Strong expertise in KPI monitoring.

• Commitment to maintaining accuracy, consistency, and clarity across all reports.

• Available to work Monday through Friday.

• Required availability until 2:00 PM PST.

• Dedication to working a minimum of 40 hours per week.

🏝️ Benefits

• Flexible start time.

• Starting at 40 hours per week, with the possibility of increased hours based on operational requirements.