The CX Data & WFM Specialist will analyze CS metrics, produce reports, manage dashboards, forecast workforce needs, and liaise with finance regarding workforce costs.
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 CRM/helpdesk platforms (Intercom preferred; HubSpot, Zendesk, or similar).
- Hands-on workforce forecasting and capacity planning experience.
- Familiarity with Agile/sprint-based methodologies in an ops context.
- Experience working with Payoneer and Connecteam – a bonus.
Ready to take your career to the next level with AutoDS? Join us and be part of a global team that’s driving the future of eCommerce innovation. Apply today and help us create cutting-edge solutions for online sellers worldwide!
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