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About the Role

Your job is to ensure Base is always available to members by managing SLA tracking, reporting, volume forecasting, headcount planning, and the analytics infrastructure for the Member Experience team. You will transform raw support data into actionable decisions, forecast issues, optimize in real-time, and ensure accountability to key metrics.

Responsibilities

• Own SLA and response time performance across all support channels, implementing real-time changes and diagnosing root causes.
• Build and maintain workforce models, forecasting inbound volume, predicting staffing needs, and flagging capacity gaps.
• Design and maintain the operational reporting suite, including queue health, agent productivity, and handle time.
• Build dashboards for real-time visibility for leads and leadership.
• Analyze contact drivers, escalation patterns, and handle time trends to drive efficiency improvements.
• Partner with engineering on the tool stack, administering support platforms and evaluating new tooling.

Requirements

• 4–8+ years in data analytics, data science, workforce management, or operations for a frontline, queue-based team.
• Strong analytical proficiency including SQL and BI tools.
• Ability to build models, dashboards, and forecasts from scratch.
• Understanding of workforce management fundamentals: staffing models, shrinkage, and volume forecasting.
• Experience owning and administering support platforms.
• Ability to translate complex analysis into clear, actionable recommendations.
• Comfort operating in an environment where infrastructure is still being built.

Skills

• SQL
• BI tools
• Workforce management
• Data analytics
• Data science
• Operations management
• Forecasting
• Reporting
• Dashboarding
• Tool administration

Location

• Onsite

Work Type

• Full-time

Experience Level

• Mid-level
• Senior

About the Company

• Base is America’s next-generation power company, rebuilding the foundation of electricity by deploying distributed batteries to transform the grid into a resilient and abundant system.
• We are engineers, operators, and creatives solving complex, interdisciplinary challenges.