Customer Service Analytics & Insights Analyst
Core
Interpret CS demand forecasts, apply judgment overlays for events, and analyze contact-driver data to explain customer contact shifts and opportunities.
Role type
Senior IC analytics analyst (forecasting & insights)
Builds
Final demand outlooks for staffing, contact-driver analysis reports, and quantitative insights on product/policy impacts
Domain
Streaming entertainment / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
SQL, spreadsheet modeling, demand forecasting, root-cause analysis, GenAI tools, statistical analysis
Preferred skills
Contact-center demand forecast ownership, Python/R, mixed-methods research, NLP analysis of unstructured data
Technologies
GenAI tools, conversation-intelligence tools, SQL, Python, R
Responsibilities
Interpret CS demand forecast output and document rationale for overrides; Build overlays and scenarios for upcoming events; Conduct contact-driver and customer-experience analysis to explain demand shifts; Package findings into stories and recommendations for leadership; Partner with Data Analysts on datasets and dashboards; Use GenAI tools to analyze contacts at scale
Seniority
Senior, hands-on IC
