Sr. Business Analyst, Workforce Planning (Starlink)

SR. BUSINESS ANALYST, WORKFORCE PLANNING (STARLINK) 

In our quest to provide high-speed broadband internet to the world, Starlink is seeking a dynamic Sr. Analyst of Workforce Management to join our Starlink Customer Support team. In this role, you will manage key components of forecasting, staffing models, and scheduling for our customer support teams (internal and external third parties). Additionally, you’ll play a critical role in using data to drive decision-making, designing dashboards, and applying statistical analysis to provide actionable insights into support demand, our team’s performance, customer demand, and operational efficiency.

RESPONSIBILITIES: 

• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
• Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
• Develop forecast, staffing models, and queuing strategies that help us meet our ambitious customer support service levels goal
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support
• Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation
• Foster a culture of data-driven excellence within the customer support organization

BASIC QUALIFICATIONS:

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics
• 3+ years of experience in workforce planning within a technical customer support and/or customer success organization
• Deep experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)
• Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
• Exceptional data analysis skills
  

PREFERRED SKILLS AND EXPERIENCE:

• Strong project management and self-directed prioritization skills
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Experience managing a third-party (BPO) vendor that provides customer support services
• Strong programming/software fundamentals, including SQL and Python
• Experience routinely presenting to and steering executive-level audiences and strategic direction

ADDITIONAL REQUIREMENTS: 

• Must be able to work extended hours and/or weekends as needed
• Some travel may be required
• This role will be based onsite in Bastrop, TX - remote work not considered