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SeniorFull-timePython
Salary Range
$93,925 - $127,075 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a dynamic Business Analyst of Workforce Management to join our Starlink Customer Support team. This role involves managing key components of forecasting, staffing models, and scheduling for customer support teams, using data to drive decision-making, and providing actionable insights into support demand and operational efficiency.
Key Responsibilities
- →Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
- →Partner with the Customer Success engineering team to develop workforce planning tools and applications
- →Develop forecast, staffing models, and queuing strategies to meet customer support service levels
- →Partner with cross-functional teams to forecast short and long term customer demand
- →Oversee the creation and management of dashboards tracking key performance indicators
- →Provide actionable insights and recommendations for operational efficiency improvements
- →Collaborate with internal recruiting and BPOs to align staffing and performance strategy
- →Foster a culture of data-driven excellence within the customer support organization
Requirements
- ✓Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics
- ✓3+ years of experience in workforce planning within a technical customer support organization
- ✓Deep experience with SQL and creating/managing dashboards using data visualization tools
- ✓Expert proficiency in Microsoft Excel with advanced formulas, pivot tables, VBA/macros, and statistical modeling
- ✓Exceptional data analysis skills
- ✓Must be able to work extended hours and/or weekends as needed
- ✓Some travel may be required
- ✓Must be a U.S. citizen or national, U.S. lawful permanent resident, Refugee, or Asylee
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