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CX Data & WFM Specialist

Autods
2 months ago
Full-time
Remote
Worldwide
Remote Other

At AutoDS, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you!

We are hiring for CX Data & WFM Specialist!

Responsabilities:

  • Run daily KPI health checks across all CS metrics; detect anomalies and own automated volume-spike alerting.
  • Produce weekly and monthly trend analyses and executive-ready reports for the Director, COO, and cross-functional leads.
  • Design, build, and maintain Tableau dashboards and Intercom reports; own the CS metric documentation (definitions, calculations, data sources).
  • Build rolling workforce forecasts and capacity models incorporating volume trends, agent availability, skill mix, and overtime patterns.
  • Monitor agent utilization in real time and historically; recommend scheduling and headcount adjustments to balance efficiency and service levels.
  • Maintain data pipelines and source integrations feeding into Tableau (Intercom, product DB, payroll/HR data).
  • Lead the delivery of a customer health-score model and early-warning churn indicators integrated into CS workflows.
  • Own WFM for the international support team: overtime tracking, paid-hours reconciliation, global workforce policies, headcount forecasting, and budget ownership.
  • Manage invoicing for global employees; ensure timely and accurate processing of payments.
  • Serve as the primary point of contact for the Finance team on all CS-related workforce costs, budgets, and invoicing queries.

Qualifications: 

Required

  • 1+ years in a Data team.
  • Strong Tableau (or comparable BI tool) proficiency – building dashboards, managing data connections, designing for diverse audiences.
  • Advanced Excel/Sheets skills including pivot tables, complex formulas, and data modeling.
  • Excellent communication skills – ability to translate complex data into clear, executive-ready narratives.
  • English proficiency

Preferred

  • SQL or scripting languages for data extraction and transformation.
  • Familiarity with