Join Kyivstar's CRM team as an Analyst focusing on predictive modeling and data analysis. Analyze marketing campaigns and client behavior to improve services and outcomes.
About the role
- CX Data Analyst at Blueground responsible for workforce optimization and performance visibility across the CX team. Engaging in scheduling, real-time coordination, and data analysis.
Responsibilities
- Monitor and report on key workforce metrics related to service level, process adherence, utilization, and absenteeism.
- Provide regular staffing insights and optimization opportunities to CX leaders.
- Track individual and team performance metrics in alignment with business goals.
- Build and maintain dashboards and reports that provide visibility into performance for coordinators, managers, and leadership.
- Deliver weekly, monthly, and quarterly performance reports.
- Own and manage the Metabase folder containing official CX dashboards and reports.
- Serve as the liaison between CX and Business Intelligence (BI) to ensure accuracy and consistency in reporting.
- Automate recurring reports and workflows wherever possible.
- Maintain a central documentation hub for metric definitions and calculation methodologies.
- Monitor ticket and call volumes to identify spikes, trends, and their root causes.
- Report volume fluctuations and propose action plans to address them.
- Design and utilize systems for real-time workload monitoring and proactively recommend shift adjustments.
- Support long-term capacity planning in partnership with CX leadership.
- Manage agent schedules in collaboration with Team Leaders to ensure optimal coverage across all time zones.
- Balance staffing based on forecasted demand, factoring in breaks, meetings, training, and time off.
- Accurately track and report productive hours for each coordinator.
- Coordinate shift swaps, leave requests, and backup plans for unplanned absences in collaboration with Team Leaders.
- Develop and maintain a shift management tool that provides clear visibility for all stakeholders.
- Establish and oversee the process for communicating schedule changes and handling shift-related requests.
Requirements
- Fluency in English (verbal and written).
- 5+ years of experience in Workforce Management and/or Reporting.
- Advanced proficiency in Excel and SQL; experience with reporting tools such as Metabase or Tableau will be considered a plus. As well as ability to use Gsheet Appscript
- Proven ability to manage scheduling, performance data, and multiple priorities in a fast-paced environment.
- Strong analytical mindset with excellent attention to detail.
- Experience working cross-functionally with operations, data, and leadership teams.
Benefits
- Competitive salary & annual performance bonus
- Flexible paid time off
- Group Health Insurance program
- Enhanced parental leave
- Dynamic working environment with talented people
- Flexible work environment through our Blueground Nomads employee mobility program
- Complimentary accommodation in Blueground locations. Think summer in Greece and winter in LA!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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