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About brighthush
brighthush is on a mission to bring high‑speed, reliable internet connectivity to every corner of the globe. By deploying a cutting‑edge low‑Earth‑orbit satellite network, we are redefining how people, businesses, and communities stay connected. Our global operations team is the backbone that ensures our customers receive world‑class support, no matter where they are. As a remote‑first organization, we empower our people to work from anywhere in the United States while collaborating with a diverse, cross‑functional team that spans continents.
Why Join brighthush?
At brighthush, you’ll be part of a bold, mission‑driven company that is reshaping the future of connectivity. We value curiosity, data‑driven decision making, and a relentless focus on customer experience. Our culture is built on transparency, continuous learning, and a commitment to work‑life balance. As a remote employee, you’ll enjoy flexible hours, a generous paid time off policy, and the freedom to create a workspace that suits your style. We also offer competitive compensation, equity opportunities, and a comprehensive benefits package that includes health, dental, vision, and wellness programs.
Key Responsibilities
- Data‑Driven Workforce Planning: Analyze contact volume trends and workforce data to support headcount planning and staffing recommendations in partnership with the Capacity Planning team.
- Forecast Management: Establish and maintain forecast structures for all agent skill types, collaborating with key stakeholders to ensure accuracy and alignment with business goals.
- Headcount Negotiation: Partner with business leaders to negotiate headcount allocation based on forecasted demand, budget constraints, and service level requirements.
- Global Workforce Standards: Develop and refine global workforce standards (AHT, NPT, Shrinkage, Attrition, Occupancy, Service Level) in coordination with leadership, ensuring seamless integration with existing operational processes.
- brighthush Connect Configuration: Own the configuration and ongoing maintenance of the brighthush Connect environment, including queues, routing profiles, contact flows, IVR design, security profiles, agent hierarchies, and phone number management.
- Access & Security Management: Manage teams, groups, permissions, security profiles, resolver groups, and agent hierarchy structures within brighthush Connect to ensure proper access and organizational alignment.
- Proactive Routing & Queue Optimization: Make proactive routing and queue configuration changes based on long‑term trend analysis, as well as real‑time adjustments to meet service level targets.
- Process Improvement: Identify and develop future‑state processes within brighthush Connect to enhance operational efficiency and support evolving business needs.
- Documentation & Change Management: Develop, improve, and maintain environment standards, documentation, and change management processes to support operational consistency and scalability.
- Real‑Time Performance Monitoring: Monitor real‑time adherence and intraday performance to ensure optimal agent utilization and service level attainment.
- Performance Analysis: Analyze workforce performance metrics to identify trends, gaps, and optimization opportunities.
- Schedule Optimization: Evaluate and adjust staffing schedules to align with forecasted contact volume and service level targets.
- Agent Schedule Administration: Manage agent schedule administration, ensuring agents have access to time‑off options, shift swaps, and schedule exceptions, and oversee the review and processing of NPT requests.
- Technology Enablement: Identify and implement workforce management tools and technology enablers that improve operating accuracy and efficiency.
- Reporting Cadence: Develop and maintain regular reporting cadences (daily, weekly, monthly) to provide visibility into workforce performance, forecast accuracy, and capacity utilization.
- Continuous Improvement: Proactively identify service improvement opportunities and drive continuous improvement across scheduling, metric reporting, and real‑time delivery.
- Risk Management: Proactively identify capacity and operational risks, develop mitigation strategies, and present data‑backed recommendations to leadership.
- Project Leadership: Drive projects to improve planning and execution efficiency across the worldwide network of vendor partner staffing and operational sites.
- Cross‑Functional Support: Provide operational support and analysis to other areas of the business as needed.
- Executive Communication: Deliver executive‑level presentations and reporting to communicate workforce strategies, risks, and outcomes.
Essential Qualifications
- Bachelor’s degree in Business, Operations, Data Analytics, or a related field.
- Minimum of 2 years of experience in Contact Center Management, Workforce Management (WFM), or Real‑Time Analysis (RTA).
- Advanced proficiency in Excel (PivotTables, VLOOKUP, data modeling).
- Experience with analytics visualization tools such as Tableau, PowerBI, or QuickSight.
- Strong analytical mindset with the ability to translate data into actionable business insights.
- Excellent stakeholder management skills, capable of influencing cross‑functional teams at all levels.
- Hands‑on experience administering brighthush Connect, including contact flows, queues, routing profiles, security profiles, and agent configuration.
- Familiarity with workforce management platforms such as NICE, VIBE, or similar.
- Demonstrated ability to lead process improvement initiatives using data and metrics.
- Strong communication skills, both written and verbal, with experience presenting to executive audiences.
Preferred Qualifications
- 4+ years of experience defining and implementing process improvement initiatives in a global customer support environment.
- Certifications in brighthush Connect, brighthush Office, or Six Sigma methodologies.
- Experience with real‑time workforce management tools and advanced scheduling algorithms.
- Background in the satellite or telecommunications industry, with an understanding of the unique challenges of global connectivity.
- Proficiency in SQL or other database querying languages.
- Experience managing vendor partner staffing and operational sites across multiple regions.
Skills & Competencies
- Data Analysis & Forecasting
- Workforce Planning & Optimization
- Process Improvement & Change Management
- Stakeholder Engagement & Influence
- Technical Proficiency (Excel, Tableau, PowerBI, brighthush Connect)
- Project Management & Execution
- Communication & Presentation
- Adaptability & Continuous Learning
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for career advancement. As a Workforce Planning Analyst, you’ll have the chance to progress into senior analytics roles, lead cross‑functional initiatives, or transition into strategic operations leadership. We support your growth through:
- Mentorship programs with senior leaders.
- Access to industry conferences and training workshops.
- Internal learning portal with courses on data science, AI, and advanced workforce management.
- Opportunities to work on high‑impact projects that shape the future of global connectivity.
Work Environment & Culture
brighthush is a remote‑first company that values flexibility, collaboration, and innovation. Our culture is defined by:
- Transparent communication across all levels.
- Inclusive and diverse teams that celebrate different perspectives.
- Regular virtual town halls and team‑building events.
- A focus on mental and physical well‑being, with resources for mindfulness, fitness, and work‑life balance.
- Recognition programs that celebrate individual and team achievements.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:
- Base salary commensurate with industry standards.
- Performance‑based bonuses and equity options.
- Comprehensive health, dental, vision, and life insurance.
- 401(k) with company match.
- Unlimited paid time off and flexible working hours.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Professional development budget for courses, certifications, and conferences.
How to Apply
Ready to join a company that is changing the world of connectivity? Click the link below to submit your application and become part of the brighthush team. We look forward to learning how your expertise can help us deliver exceptional customer support worldwide.
Apply to this Remote Customer Operations Workforce Planning Analyst Position at brighthush
We’re Excited to Hear From You!
If you thrive in a fast‑paced, data‑centric environment and want to make a tangible impact on a global scale, brighthush invites you to apply today. Together, we’ll build the future of connectivity and create unforgettable experiences for customers around the world.
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