Customer Service Analytics & Insights Analyst
About The Position
The Customer Service Analytics & Insights Analyst combines demand forecasting judgment with Customer Service insights. The role interprets customer-service demand forecast outputs, applies informed overlays for events not captured by models, explains variances, and provides the final demand outlook used for staffing decisions. It also analyzes contact drivers, customer-experience data, and customer conversations to explain why customers contact Customer Service and identify improvement opportunities. This is an analytical and operational role. Partner teams maintain forecasting tools and statistical models, while this analyst focuses on data and insights generated through Customer Service and works alongside enterprise consumer-insights teams. The role supports Streaming, Player Support, and Games Moderation business units, and partners with Data Analysts, Workforce Management, Capacity Planning, CS vendor partners, and cross-functional stakeholders. GenAI tools are a standard part of the work, with an ongoing focus on redesigning workflows around them.
Requirements
- Bachelor's degree in Math, Statistics, Economics, Finance, Engineering, Data Science, or a related quantitative field, or equivalent experience.
- At least 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact-center analytics, with a record of turning data into recommendations.
- Proficiency in SQL and spreadsheet modeling.
- Ability to interrogate a model or dataset rather than accept its output at face value.
- Working understanding of forecasting concepts such as seasonality, event impacts, workload, and forecast accuracy, or the ability to learn them quickly.
- Experience analyzing customer or Customer Service contact data to identify drivers, trends, and root causes.
- Strong written and verbal communication skills, including the ability to explain forecast changes and research findings to non-technical and senior audiences.
- Demonstrated experience applying GenAI tools in analytical work.
Nice To Haves
- Direct experience owning or interpreting a contact-center demand forecast (interval, daily, or weekly), including AHT and workload.
- Experience with modern forecasting tools, or Python/R beyond spreadsheet-based forecasting.
- Background combining forecasting with customer insights or research, with a strong foundation in statistics.
- Experience with qualitative or mixed-methods research, or with GenAI/NLP analysis of unstructured customer data.
- Experience in outsourced or multi-vendor contact-center environments.
Responsibilities
- Review Customer Service demand forecast outputs, identify when human judgment or overrides are warranted, and document the rationale.
- Build overlays and scenarios for known events, including product launches, pricing and policy changes, live events, outages, marketing activity, and market-specific anomalies; estimate likely demand ranges.
- Analyze forecast variances and root causes, identify systematic bias by market, channel, contact driver, forecast horizon, or event type, and share learnings with teams maintaining forecasting tools.
- Translate operational context into clear requirements for forecasting-tool improvement.
- Maintain the forecasting calendar, assumptions, event inputs, and forecast-accuracy measures.
- Provide the final demand outlook to Workforce Management and Capacity Planning partners, including assumptions about GenAI deflection and contact mix.
- Identify repeatable preparation, validation, and quality-assurance work that can be automated.
- Analyze Customer Service contact drivers and customer experience to explain demand shifts, emerging friction points, and the effects of product, pricing, and policy changes on contacts.
- Support launch tracking and post-launch evaluation, and deliver recurring insights through templates and reports.
- Work with Customer Service vendor partners to execute routine research tasks, provide instructions, and review outputs for quality.
- Contribute quantitative analysis and, over time, qualitative and mixed-methods work to research projects scoped with the CS Analytics & Insights Lead.
- Use GenAI and conversation-intelligence tools to analyze customer contacts at scale and surface emerging issues.
- Package findings into clear stories and recommendations for Customer Service leadership and cross-functional partners.
- Partner with Data Analysts on data requirements, datasets, and dashboards that support forecasting and insights work.
- Support Streaming, Player Support, and Games Moderation business units.
- Share coverage and best practices with fellow analysts on the team.
- Use GenAI tools as a standard part of the work and continually seek ways to redesign forecasting and insights workflows around them.
Benefits
- Health Plans
- Mental Health support
- 401(k) Retirement Plan with employer match
- Stock Option Program
- Disability Programs
- Health Savings and Flexible Spending Accounts
- Family-forming benefits
- Life and Serious Injury Benefits
- Paid leave of absence programs
- Full-time hourly employees accrue 35 days annually for vacation, holidays, and sick paid time off.
- Full-time salaried employees are immediately entitled to flexible time off.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
