Company Description
Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.
Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.
Location
This position will be based remotely in the Philippines.
Reporting
This role will report into the Customer Experience Manager.
Summary of Role
The Customer Experience (CX) Operations Analyst plays a key role in supporting the operational success of our global Customer Experience team, which provides solar customer support across phone, chat, and email channels. This position is responsible for forecasting, scheduling, real-time monitoring, and performance reporting to ensure service levels are consistently met for Tier 1 (inbound), Tier 2 (outbound and case work), and Customer Advocacy (escalations and legal cases).
This role requires strong analytical skills, attention to detail, and experience with workforce planning tools in a contact center or BPO setting.
Strategic & Tactical
- Forecasting & Planning
- Support development of short- and long-term volume forecasts using historical trends, business drivers, and marketing inputs.
- Assist in capacity planning and headcount modeling to support team growth.
- Identify and communicate variances between forecasted and actual performance.
- Scheduling
- Build and maintain weekly agent schedules that meet coverage needs for operating hours:
- Monday - Friday, 9:00 am - 9:00 pm US Eastern Time (9:00 pm - 9:00 am PHT)
- Saturday Chat coverage, 9:00 am - 5:00 pm US Eastern Time (9:00 pm - 5:00 am PHT)
- Balance resource allocation across the Philippines and Mexico to ensure adequate multi-channel coverage.
- Manage schedule changes, time-off requests, and intraday adjustments.
- Real-Time Management (RTM)
- Monitor intraday performance across channels and queues to maintain service level targets.
- Alert Operations and Team Leads to volume spikes, outages, or attendance issues, and recommend adjustments as needed.
- Track adherence and occupancy to ensure schedule compliance.
- Reporting & Analysis
- Prepare daily, weekly, and monthly reports on key WFM metrics (SLA, adherence, AHT, shrinkage, occupancy, forecast accuracy).
- Analyze trends and provide insights to improve forecasting and scheduling accuracy.
- Maintain data integrity across WFM and CRM tools.
- Cross-Functional Collaboration
- Partner with Operations, QA, and Training to align staffing with readiness and performance goals.
- Customer Experience Manager in implementing new WFM processes or tools.
Qualifications
- 2–4 years of experience in Workforce Management, Real-Time Analysis, or Capacity Planning in a contact center environment.
- Experience supporting multi-country or remote teams preferred.
- Proficiency with WFM tools (e.g., NICE, Verint, Calabrio, or equivalent).
- Advanced Excel or Google Sheets skills; ability to create pivot tables and use formulas for forecasting.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Experience in solar, energy, or other technical support industries is a plus.
Success Defined
- Accurate forecasts and efficient schedules that meet service level targets.
- Minimal variance between forecasted and actual performance.
- Proactive communication and coordination across Operations and Workforce teams.
- Reliable reporting that drives data-based staffing and performance decisions.
Employment is contingent upon the successful completion of a background check.
Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy
Top Skills
What We Do
Palmetto is committed to the creation of a distributed, decentralized energy source we call The New Utility, which will replace the fossil-fueled, centralized energy model of The Old Utility. We are working towards this democratization of energy by putting power and control back in the hands of consumers and inspiring them to make environmentally responsible choices. To this end, Palmetto has developed a clean energy marketplace, with proprietary technology designed to make it easier and more affordable for homeowners to source their energy from renewables like solar power. We have developed products that reduce costs and drive widespread distribution of simple energy management solutions. Palmetto is a triple bottom line, fully distributed company with teammates throughout the United States.
