Senior Business Analyst- Workforce Management

As a Data Analyst, you will be a key driver of operational excellence and exceptional customer experiences within the Trust & Safety team. You will forecast case volumes, advise on BPO headcount, and lead all aspects of resource allocation to deliver crucial operational metrics such as time to resolution and cost per case. By bringing to bear advanced analytics and close operational partnerships you will help ensure staffing efficiency, timely case handling, and fiscal responsibility!

In this role, you'll transform complex data into actionable insights, driving strategic decision-making and operational excellence. You'll work closely with multi-functional teams to balance business priorities and deliver outstanding outcomes. By applying your expertise in analytics and forecasting, you'll find opportunities for improvement and successfully implement innovative solutions. This position is essential for enabling proactive decision-making and ensuring efficient performance across the organization!

• →Lead forecasting and workload management across multiple channels, queues, and teams, ensuring the right resources are in place to meet customer demand and service level goals
• →Analyse operational performance and business trends, using data, statistical modelling, and AI-driven insights to identify risks, opportunities, and areas for improvement
• →Deliver actionable reporting and ad hoc analyses that inform business decisions, evaluate operational impacts, and support service level and financial planning
• →Partner with Operations and multi-functional collaborators to optimise performance, balance prioritisation, and achieve customer experience objectives
• →Drive continuous improvement and innovation, implementing process enhancements, automation, and AI-enabled solutions to increase efficiency and scalability
• →Influence strategic decision-making and team success by mentoring peers, championing data-driven practices, and proactively mitigating operational and budgetary risks

• 5+ years of experience in workforce management, capacity planning, or contact center operations
• Expertise in forecasting, scheduling, BPO management, and operational performance metrics, with a customer first attitude to identifying and addressing operational and customer needs
• Experience working with AI or machine learning tools in an operational context
• Proficiency in Microsoft Excel and business intelligence tools (e.g., Tableau, Power Bi, Quicksight), with the ability to build insightful dashboards and reports
• Hands-on experience with NoSQL (ex. MongoDB) databases, demonstrating them for complex data analysis and reporting

• Bachelor’s degree or equivalent experience in Computer Science, Cybersecurity, or Business Administration
• Familiarity with GoDaddy products and services

We encourage you to apply even if your experience or skillset doesn’t align perfectly with every requirement. We value a wide range of backgrounds and transferable skills, and we are excited to support learning and growth.