Job Type & Title: Data Analyst (Workforce and Business Intelligence)

Location: Hybrid work-from-home, must work in our Belize City offices as needed at

Probation Period: 90 days

Start Date: ASAP

Schedule: Monday-Friday from 8am-6pm with flexibility to work evenings, weekends, holidays as needed. Generally working 45 hours per week.

Why Work with CustomerHD BPO?

• Paid on time, EVERY TIME!
• Paid Training at your full rate
• Complimentary meal on your first day to give you a chance to get to know your new teammates
• Taxi Services provided for the first week & during off-hours (shifts starting at or before 7AM, or ending at or after 8PM)
• Vacation & Sick Leave Benefits
• Recognition program offering grocery gift certificates, phone top-up cards, dotbox donuts, CHD swag, food vouchers, and more.
• Daily training cash bonus for the first week
• Company Swag provided
• Employee of the Month, Quarter, and Year Awards with Bonuses
• Volunteer Opportunities
• Overtime Available
  
  

If you are not sold on CustomerHD just yet, keep reading to see what our team has to say...

“I like the positive energy of my team and the help our Team Lead is always willing to give."

"The bosses are very, very welcoming and friendly. Most places, the higher up staff are very rude and stand-offish to the employees who do not have sophisticated roles. However at CustomerHD BPO, the bosses are very nice and friendly and treat all employees as humans - as it should be!"

"I LOVE this job because this is the only place that accepted me as a junior college student. I am able to work around my school schedule. THANKS FOR THE OPPORTUNITY."

"What I like about CustomerHD BPO is that it is a new experience in BPO - it's very good and less stressful than the others in the BPO industry. I am really enjoying the experience and thankful for the opportunity to work with this company.

What We Do

CustomerHD headquarters is located in Raleigh, NC USA, and recently expanded to Belize City! We are a BPO determined to change the perception of "call centers" and"BPOs"

Yes, we do email, phone and chat support, but we differentiate ourselves by investing in our people! We create a needed & known environment to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix. That’s CustomerHD BPO.

About The Job

We are looking for a highly analytical and detail-oriented Data Analyst (Workforce and Business Intelligence) to join our team. This role is responsible for workforce planning, operational analytics, reporting, and forecasting to drive data-driven decision-making. The analyst will help optimize staffing, headcount planning, and performance monitoring while providing actionable insights to improve efficiency.

Your Typical Day Includes

Data Analysis & Reporting

• Collect, analyze, and interpret workforce and operational data to identify trends and opportunities for improvement.
• Develop and maintain reports, dashboards, and workforce intelligence tools using Google Sheets, Power BI, SQL, and Python (Pandas).
• Provide data-driven recommendations to optimize workforce efficiency and performance.
  
  

Workforce Planning & Optimization

• Design and manage staffing schedules to align with business needs while optimizing costs.
• Analyze call volume trends, agent productivity, and service levels to improve resource allocation.
• Forecast staffing requirements based on historical data and projected demand.
  
  

Performance & KPI Analysis

• Evaluate key performance indicators (KPIs) to assess operational efficiency and workforce effectiveness.
• Identify underperformance trends and recommend corrective actions.
• Present insights and reports to leadership to support strategic decision-making.
• Technology & Automation
• Use Python and Pandas to support data analysis and automation of reporting processes.
• Optimize data visualization and analytics workflows for improved efficiency.
  
  

Cross-functional Collaboration

• Work closely with Operations, Workforce Management, HR, and Training to align staffing and business intelligence strategies.
• Support the implementation of data-driven workforce initiatives.
  
  

Communication & Stakeholder Engagement

• Present findings and recommendations to both technical and non-technical stakeholders.
• Assist in training supervisors and team leads on interpreting workforce and business intelligence reports.
  
  

Qualifications

• On-the-job experience, current student, or a bachelor’s degree in Business Administration, Data Science, Engineering, Mathematics, or a related field.
• Proficiency in Google Sheets, Microsoft Excel, SQL, and Power BI for data analysis.
• Experience with Python (Pandas, Matplotlib) is required.
• Strong analytical, problem-solving, and data visualization skills.
• Excellent communication skills in English, both written and verbal.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Detail-oriented and committed to continuous improvement.
  
  

Preferred Skills

• Call center experience is a plus but not required.