Member Experience Analytics & Forecasting Specialist

Base Power Company; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Base is seeking a data analytics professional to own SLA tracking, volumeForecasting, and workforce planning for the Member Experience team in Austin. You’ll design and maintain operational reports, dashboards, and tooling that keep support scalable and data-driven.

You will translate complex analysis into actionable recommendations, collaborate with Product and Ops, and build systems that scale as Base continues to grow.

Qualifications

• 4-8+ years in data analytics, data science, workforce management, or operations for a frontline, queue-based team.
• Strong analytical proficiency—SQL, BI tools, and the ability to build your own models, dashboards, and forecasts from scratch.
• Workforce management fundamentals: staffing models, shrinkage, volume forecasting across channels.
• Experience owning and administering support platforms—you understand how the data inside them works and have shaped how the tools are used, not just used them yourself.
• Ability to translate complex analysis into clear recommendations a non-analyst can act on and a leader can decide from.
• Comfort operating where infrastructure is still being built—you create the systems, not just consume them.

Responsibilities

• Own SLA and response time performance across all support channels—track it daily, implement real-time changes when it's at risk, and diagnose root causes when targets are missed.
• Build and maintain workforce models: forecast inbound volume, predict staffing needs, flag capacity gaps, and own shift structure and scheduling.
• Design and maintain the full operational reporting suite—queue health, agent productivity, handle time, first contact resolution, backlog aging—and build dashboards that give leads and leadership real-time visibility.
• Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements upstream with Product and Ops.
• Partner with engineering on the tool stack—handle support platforms, evaluate new tooling, and make the case for changes when a gap is hurting FCR or resolution time.

Skills

SQL

BI Tools

Forecasting

Dashboards

Data analysis

Tools

Support platforms

Job description

Base is seeking a data analytics professional to own SLA tracking, volumeForecasting, and workforce planning for the Member Experience team in Austin. You’ll design and maintain operational reports, dashboards, and tooling that keep support scalable and data-driven.

You will translate complex analysis into actionable recommendations, collaborate with Product and Ops, and build systems that scale as Base continues to grow.