Analytics Lead Flex Contact Center


Full Time

JOb Description

This role will be part of our Distributed Workforce team responsible for delivering top notch service to the people who seek work on our platform in 20 countries around the world. We are looking for a highly motivated and energetic candidate to join our Flex Contact Center as a BizOps & Analytics Lead. This role will report to the General Manager. As BizOps & Analytics Lead you will work closely with the team to be a thought leader on strategy and analytics, build and maintain dashboards, conduct analyses into business drivers and levers, lead the operating cadence, and help shape the overall strategy of the team.


• Partner with our Shift Operations teams to deliver analytical insights that influence decisions and drive performance to support our goals for growth, efficiency, and retention
• Build and maintain dashboards and reports to summarize performance and highlight opportunities / challenges, e.g. worker performance and cohort segmentation to influence pooling and shift strategy
• Monitor key metrics to identify trends and proactively engage clients to improve speed and effectiveness of decision-making using data
• Lead the operating cadence (e.g. weekly metrics review) and support team strategy planning
• Own other strategic projects and initiatives that do not fit directly within scope of existing teams
• Use tools like Tableau, Mode, Google Sheets, SQL, and whatever else you will need to gather and analyse data to develop insights and inform decisions


• Excited about working with a fast-paced, mission-driven startup
• An entrepreneurial spirit: no problems with getting your hands dirty
• You have 6+ years of work experience in an analytical role (e.g. business analysis, strategy consulting)
• Strong critical thinking: you can use logic and data to make on the spot decisions
• You enjoy decomposing business drivers and levers, touching the bottom of the ocean with data, learning new analytical methods / techniques, using first principles thinking, and delivering great results
• You are a self starter with high energy and proven ability to roll up your sleeves to get things done
• You have excellent communication skills and the ability to translate complicated technical analysis into compelling narratives that can be used to influence senior leaders and make decisions
• You have experience with SQL and manipulating / analyzing large datasets
• Bonus: You have experience building and using reports in Mode, Tableau, or other similar data visualization tools

Equal Opportunity Employer

Shiftsmart is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

About Shiftsmart

Shiftsmart is modernizing the way people do work through a digital platform that connects today’s dynamic workforce with companies facing increasingly complex staffing requirements. By empowering workers with more hours, better pay, and greater opportunity, Shiftsmart creates a mutually beneficial labor ecosystem.  With Shiftsmart, workers build income, skills, and experience to become true micro entrepreneurs. Companies break free from the high costs and low quality of traditional staffing solutions. Communities reduce poverty, increase productivity, and lower income volatility. The result is more hours with better pay aligned to organizations that need to increase fulfillment, reduce churn, and improve worker quality. Powered by cutting-edge technology, Shiftsmart intelligently matches the right worker to the right job so that employers can pay workers more while spending less.  Shift how you work. Shift how you hire. Shift how jobs get done.