Business Analytics, Member Experience
Base Power CompanyEnergy company
Austin, United StatesMid
Data & AI
About the role
TL;DR
Ensure member experience by tracking SLA, forecasting volume, and optimizing operations.
- •Key Responsibilities Own SLA and response time performance across all support channels.
- •Build and maintain workforce models: forecast inbound volume, predict staffing needs, flag capacity gaps, and own shift structure and scheduling.
- •Design and maintain the full operational reporting suite and build dashboards for real-time visibility.
- •Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements.
- •Partner with engineering on the tool stack and evaluate new tooling.
- •Requirements 4-8+ years in data analytics, data science, workforce management, or operations for a frontline, queue-based team.
- •Strong analytical proficiency—SQL, BI tools, and the ability to build your own models, dashboards, and forecasts from scratch.
- •Workforce management fundamentals: staffing models, shrinkage, volume forecasting across channels.
- •Experience owning and administering support platforms.
- •Ability to translate complex analysis into clear recommendations.
- •Comfort operating where infrastructure is still being built.
Required skills
SQL
Domain expertise
fintech
Tech stack
SQL