Lead analytics and performance management for Customer Operations across voice and digital channels, ensuring alignment to business goals
Monitor key operational KPIs (ASA, AHT, Occupancy, Adherence, Containment Rate, etc.), identify trends, and proactively recommend performance-improving actions
Deliver insights and executive-ready narratives that inform operational decisions, resource allocation, and customer experience strategy
Support workforce budgeting, long-term labor planning, and cost modeling to ensure alignment with financial and operational targets
Oversee short
and long-term forecasting, demand planning, and capacity modeling, considering seasonal patterns, outage events, regulatory drivers, and customer behavior shifts
Develop predictive models and scenario simulations that support staffing, technology investment, and customer experience initiatives
Build and maintain performance dashboards and reporting frameworks that support operational transparency and decision-making
Demonstrate advanced command of workforce management methodologies, including interval-level forecasting, scheduling, and real-time optimization
Collaborate with Digital, Communications, Metering, IT, and other key stakeholders to ensure workforce assumptions align with business initiatives and customer-impacting programs

Bachelor's degree in Analytics, Statistics, Data Science, Operations Management, Industrial Engineering, Business, or a related quantitative field
7–10 years of progressive experience in analytics, workforce management, or operational strategy within utilities, energy, telecommunications, or large-scale service environments
3+ years of people leadership experience, with proven success building and developing high-performing teams.

Manager, Customer Analytics – Workforce Optimization

Key skills