Description

As a Workforce Analyst at ModSquad, you will play a crucial role in ensuring our operations run smoothly and efficiently. Your primary responsibilities will include forecasting workforce needs, analyzing data trends, and interpreting staffing models for both employees and contractors. A typical day will involve diving into Excel or Google Sheets to analyze data, preparing reports to visualize staffing requirements, and collaborating with various teams to optimize our workforce strategy. You will be the driving force behind informed decision-making, enabling ModSquad to deliver exceptional service to our clients.

Requirements

• 3+ years of experience in forecasting or workforce planning within a contact center setting
• 2+ years of experience in advanced trend and data analysis
• Deep knowledge of Excel and Google Sheets, including proficiency in pivot tables, VLOOKUP, and macros
• Ability to interpret staffing data for both employee and contractor-based models
• Experience with CRM and support tools, such as Zendesk and Sprout Social
• Strong written communication skills and ability to visualize data effectively

Nice to Have

• Experience working in remote, contractor-heavy operations
• Familiarity with moderation platforms and social support tools
• Prior exposure to workforce management platforms and database modeling

Benefits

• Competitive salary range of $60,000 - $85,000
• Paid Time Off to ensure work-life balance
• Growth opportunities to enhance your career
• On-the-job training for professional development

About ModSquad

ModSquad is the leading provider of digital engagement services, specializing in customer support, content moderation, social media, and community management. With a diverse team of over 10,000 managed Mods, we are committed to delivering exceptional service globally. Our mission is to create seamless interactions that elevate brands while staying true to our core values of teamwork, innovation, and dedication to our clients.