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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management (WFM) principles, including staffing heat maps and scheduling analytics, while effectively communicating complex data insights to non-technical stakeholders. Proficient in data analysis and reporting using Google Sheets and Zendesk Explore to drive operational improvements.
Highest-signal resume keywords
Google Sheets ProficiencyWorkforce Management (WFM) ExperienceKPI MonitoringZendesk Explore ExperienceData Analysis and Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data ManipulationForecasting ModelsOperational PlanningProcess ImprovementStaffing Heat MapsScheduling AnalyticsDashboard CreationTrend AnalysisRoot Cause InvestigationOperational Consistency
Soft Skills
Clear CommunicationAttention to DetailAnalytical ThinkingProblem Solving
Tools & Technologies
Zendesk ExploreGoogle SheetsTableau
Industry Keywords
Customer Experience ServicesContent ModerationTrust and SafetyCommunity ManagementSocial Media Services
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Produce daily reports, dashboards, and ongoing insights highlighting trends, risks, and opportunities
- Monitor KPIs and SLAs to safeguard productivity, accuracy, and operational consistency
- Build forecasting models and capacity insights for staffing and operational planning
- Develop staffing heat maps and apply WFM principles to optimize coverage and resource allocation
- Investigate root causes of operational inefficiencies
- Recommend actionable process improvements
- Deliver timely analysis to support informed decision-making
- Work with ModSquad, a customer experience services company supporting customer support, content moderation, trust and safety, community management, and social media services
Requirements
What you’ll need- Highly proficient with Google Sheets, including Pivot Tables, Lookups, and complex data manipulation formulas
- Hands-on experience with Zendesk Explore
- Tableau experience is a plus
- Direct experience with Workforce Management (WFM) concepts, staffing heat maps, and scheduling analytics
- Proven ability to clearly translate and communicate complex data concepts to non-technical stakeholders
- Strong command of KPI monitoring
- Discipline to maintain accuracy, consistency, and clarity across all reports
- Available to work Monday through Friday
- Mandatory availability until 2:00 PM PST
- Commitment to work starting at 40 hours per week
Benefits
Comp & perks- Flexible start time
- Starting at 40 hours per week, with potential for increased hours based on operational needs