CX Data & WFM Specialist

Responsibilities

• Run daily KPI health checks across all CS metrics; detect anomalies and own automated volume-spike alerting.
• Produce weekly and monthly trend analyses and executive-ready reports for the Director, COO, and cross-functional leads.
• Design, build, and maintain Tableau dashboards and Intercom reports; own the CS metric documentation (definitions, calculations, data sources).
• Build rolling workforce forecasts and capacity models incorporating volume trends, agent availability, skill mix, and overtime patterns.
• Monitor agent utilization in real time and historically; recommend scheduling and headcount adjustments to balance efficiency and service levels.
• Maintain data pipelines and source integrations feeding into Tableau (Intercom, product DB, payroll/HR data).
• Lead the delivery of a customer health-score model and early-warning churn indicators integrated into CS workflows.
• Own WFM for the international support team: overtime tracking, paid-hours reconciliation, global workforce policies, headcount forecasting, and budget ownership.
• Manage invoicing for global employees; ensure timely and accurate processing of payments.
• Serve as the primary point of contact for the Finance team on all CS-related workforce costs, budgets, and invoicing queries.

Qualifications

Required

• 1+ years in a Data team.
• Strong Tableau (or comparable BI tool) proficiency – building dashboards, managing data connections, designing for diverse audiences.
• Advanced Excel/Sheets skills including pivot tables, complex formulas, and data modeling.
• Excellent communication skills – ability to translate complex data into clear, executive-ready narratives.
• English proficiency

Preferred

• SQL or scripting languages for data extraction and transformation.
• Familiarity with CRM/helpdesk platforms (Intercom preferred; HubSpot, Zendesk, or similar).
• Hands-on workforce forecasting and capacity planning experience.
• Familiarity with Agile/sprint-based methodologies in an ops context.
• Experience working with Payoneer and Connecteam – a bonus.