Note: The job is a remote job and is open to candidates in USA. Mountain Warehouse is an outdoor retail company committed to quality products, customer service, sustainability, and teamwork. The Customer Operations & Insight Analyst will transform Customer Care operational, customer, and workforce data into accurate reporting, actionable insights, and recommendations while supporting workforce planning, scheduling, root cause analysis, and continuous improvement.
Responsibilities
- Extract, consolidate, validate and maintain data from multiple systems to provide accurate and reliable reporting
- Analyse operational and customer data to identify trends, risks, opportunities and areas for improvement
- Produce clear, actionable insight and recommendations that support operational, planning and strategic decision-making
- Monitor and report on key performance indicators, highlighting performance movement, emerging risks and improvement opportunities
- Translate complex data into simple commentary, options and recommendations for operational leaders and senior stakeholders
- Develop, maintain and improve advanced Power BI reporting solutions, including dashboards, data models, calculated measures and automated reporting outputs
- Use advanced Excel skills, including complex formulas, Power Query, data modelling, macros and structured reporting templates where appropriate
- Apply coding and automation techniques to improve reporting efficiency, data quality and repeatability of business processes
- Identify opportunities to remove manual reporting, simplify processes and create more resilient reporting solutions
- Maintain documentation for key reports, dashboards, data sources, assumptions and recurring processes
- Support Customer Care workforce planning and scheduling activity to ensure resource levels align with forecasted demand, service level targets and operational priorities
- Maintain and review forecasts, capacity views and staffing requirement analysis across channels, brands and regions
- Monitor workload, productivity, shrinkage, absence, holidays and planned activity to identify resource gaps and service risks
- Oversee holiday planning and management processes, balancing colleague requests with operational coverage requirements
- Provide evidence-based scenarios and recommendations relating to overtime, recruitment, schedule changes or temporary support
- Conduct root cause analysis to identify underlying issues, quantify operational/customer impact and recommend corrective actions
- Support operational teams with data-driven analysis to inform planning, performance management, SLA recovery and strategic initiatives
- Identify contact drivers, repeat demand, backlog movement, service failure points and opportunities to reduce avoidable contact
- Work with systems, automation and operational performance colleagues to improve data sources, dashboards, workflows and business processes
- Support business cases, change activity and project work with clear analysis, impact assessment and performance insight
- Collaborate with stakeholders across Customer Care, Business Improvement, Operations, Finance, HR, Recruitment and wider business teams to understand reporting requirements and deliver effective analytical solutions
- Act as a subject matter expert for operational reporting, workforce analysis, dashboards and insight queries
- Provide challenge where assumptions are not supported by data and help stakeholders understand the impact of demand, capacity, shrinkage and productivity changes
- Present insight confidently in a way that supports clear actions and decisions
Skills
- Strong analytical ability and confidence working with large and complex data sets
- Advanced Excel capability, including Power Query, complex formulas, data modelling and macros
- Strong Power BI experience, including dashboard development, data modelling and automated reporting
- Experience using coding, scripting or automation techniques to improve reporting processes or data quality
- Good understanding of contact centre operations, including demand, capacity, SLA, backlog, productivity, shrinkage and forecast accuracy
- Experience in reporting, resource planning, workforce analysis, operational insight or customer operations analysis
- Ability to explain data clearly to non-technical stakeholders and turn analysis into practical recommendations
- Strong attention to detail, curiosity, problem-solving ability and continuous improvement mindset
- Highly organised, proactive and able to manage recurring reporting cycles alongside ad hoc analysis requests
- Experience with Genesys Cloud, contact centre reporting tools or workforce planning systems would be advantageous
Benefits
- Fully remote
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
Company Overview