The opportunity
What you will own
- Forecast contact and ticket demand across products, channels and time zones.
- Build staffing and shift plans that balance service coverage, employee wellbeing and applicable working-time requirements.
- Monitor queue volumes, backlog, response times, occupancy and schedule adherence.
- Produce operational dashboards and insights for support leadership.
- Model the impact of product launches, incidents and seasonal demand on support capacity.
- Partner with team leads and HR on scheduling, training windows and workforce planning.
What you bring
Core qualifications
- 3+ years of workforce management, operations analysis, service desk analytics or comparable experience.
- Strong spreadsheet/data-analysis skills and comfort working with operational metrics.
- Ability to forecast demand and communicate staffing implications clearly.
- High attention to detail and disciplined handling of employee/customer operational data.
- Strong collaboration with operations leaders and frontline teams.
Additional strengths
Preferred experience
- Experience with WFM, contact-centre or service-management platforms.
- SQL, BI/dashboarding or data-analysis capability.
- Experience supporting multi-product or multi-time-zone operations.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
