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Remote, Jamaica
Remote only
Job Title: Data Analyst
Overview:
We are seeking a dedicated Data Analyst focused on the reporting and analytics side of operations. In this role, data tells a story—we are looking for someone who doesn't just deliver numbers, but uncovers deep daily insights and provides actionable suggestions to drive informed decision-making. You will drill into core issues, help with forecasting, and deliver timely analysis to ensure critical operational opportunities and risks are never overlooked.
What You’ll Do
Daily Reporting & Analysis: Produce daily reports, dashboards, and ongoing insights that go beyond baseline figures to highlight trends, risks, and opportunities.
KPI & SLA Monitoring: Maintain vigilant KPI and SLA watching to safeguard productivity, accuracy, and operational consistency.
Forecasting & Capacity Planning: Build robust forecasting models and capacity insights to support strategic staffing and operational planning.
Staffing Heat Maps & WFM Integration: Develop staffing heat maps and leverage workforce management (WFM) principles to optimize coverage and resource allocation.
Root Cause Analysis & Process Improvement: Apply a proactive mindset to investigate root causes behind operational inefficiencies and recommend actionable solutions.
Advanced Google Sheets Expertise: Highly proficient with Pivot Tables, Lookups, and complex data manipulation formulas.
BI & Reporting Tools: Hands-on experience with Zendesk Explore (Tableau experience is a plus).
Workforce Management (WFM): Direct experience with WFM concepts, staffing heat maps, and scheduling analytics.
Communication: Proven ability to clearly translate and communicate complex data concepts to non-technical stakeholders.
Data Integrity & Discipline: Strong command of KPI monitoring with the discipline to maintain accuracy, consistency, and clarity across all reports.
Working Days: Monday through Friday.
Core Hours: Flexible start time, with a mandatory requirement to work until 2:00 PM PST (e.g., 5:00 AM – 2:00 PM PST).
Commitment: Starting at 40 hours per week, with potential for increased hours based on operational needs.
ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen
our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
Join ModSquad and level up your career, Hit Apply and let’s talk!