CX Business Analyst & Workforce Manager

🌍 Redefining how people live.

At Blueground, we believe that when your base is reliable, the world opens up. That’s why we’re building the world’s leading platform for living.

Every year, 350 million people move between cities—yet today’s housing options haven’t caught up with the needs of this modern, mobile generation. Blueground was built to change that.

With 40,000+ homes across the globe, available for stays from a few days to a year or more, we’re just getting started. We’re on an exponential growth path to redefine living and create an entirely new category. Our edge? Powerful proprietary tech, operational excellence, and a team that executes with speed and discipline.

 Our culture is grounded in five principles:

• Guests First – Every decision starts with their experience.
• Move Fast – We value speed, momentum, and action.
• Dive In – The magic is always in the details, and we go deep.
• Embrace Change – Change isn’t a disruption; it’s how we grow.
• Keep It Honest – Transparency accelerates progress—and strengthens relationships.

If you’re ready to do the best work of your life and help reshape how the world lives, we’d love to meet you.

The Role

The CX Business Analyst & Workforce Manager is a dual-role function responsible for optimizing workforce planning and ensuring performance visibility across the CX team. The role combines scheduling, real-time workforce coordination, and data analysis to drive operational excellence, staffing efficiency, and informed decision-making.

Key Responsibilities

1. Scheduling & Shift Planning

• Manage agent schedules in collaboration with Team Leaders to ensure optimal coverage across all time zones.
• Balance staffing based on forecasted demand, factoring in breaks, meetings, training, and time off.
• Accurately track and report productive hours for each coordinator.
• Coordinate shift swaps, leave requests, and backup plans for unplanned absences in collaboration with Team Leaders.
• Develop and maintain a shift management tool that provides clear visibility for all stakeholders.
• Establish and oversee the process for communicating schedule changes and handling shift-related requests.

2. Forecasting & Capacity Planning

• Monitor ticket and call volumes to identify spikes, trends, and their root causes.
• Report volume fluctuations and propose action plans to address them.
• Design and utilize systems for real-time workload monitoring and proactively recommend shift adjustments.
• Support long-term capacity planning in partnership with CX leadership.

3. Reporting & Performance Tracking

• Monitor and report on key workforce metrics such as adherence, utilization, and absenteeism.
• Provide regular staffing insights and optimization opportunities to CX leaders.
• Track individual and team performance metrics in alignment with business goals.

4. Analyst & Reporting Function

• Build and maintain dashboards and reports that provide visibility into performance for coordinators, managers, and leadership.
• Deliver weekly, monthly, and quarterly performance reports.
• Own and manage the Metabase folder containing official CX dashboards and reports.
• Serve as the liaison between CX and Business Intelligence (BI) to ensure accuracy and consistency in reporting.
• Automate recurring reports and workflows wherever possible.
• Maintain a central documentation hub for metric definitions and calculation methodologies.

• Fluency in English (verbal and written).
• 5+ years of experience in Workforce Management and/or Reporting.
• Advanced proficiency in Excel and SQL; experience with reporting tools such as Metabase or Tableau will be considered a plus.
• Proven ability to manage scheduling, performance data, and multiple priorities in a fast-paced environment.
• Strong analytical mindset with excellent attention to detail.
• Experience working cross-functionally with operations, data, and leadership teams.

• Competitive salary & annual performance bonus

• Flexible paid time off
• Group Health Insurance program
• Enhanced parental leave
• Dynamic working environment with talented people
• Flexible work environment through our Blueground Nomads employee mobility program
• Complimentary accommodation in Blueground locations. Think summer in LA and winter in Dubai!