Member Operations Analytics

• Own SLA and response time performance across all support channels, tracking daily and implementing real-time changes when at risk.
• 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, including dashboards for queue health, agent productivity, handle time, and backlog aging.
• Analyze contact drivers, escalation patterns, and handle time trends to surface root causes and drive efficiency improvements.

By optimizing member support operations, this role ensures reliable and responsive service, directly contributing to a resilient and abundant energy grid that benefits communities and the environment.

• 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 models, dashboards, and forecasts from scratch.
• Workforce management fundamentals: staffing models, shrinkage, volume forecasting across channels.
• Experience owning and administering support platforms, shaping how tools are used.

Base is a startup with a mission-driven culture. Benefits include working in-person with a collaborative team, opportunities for growth, and the chance to solve complex challenges in the energy sector. Compensation details are not specified.

Base is America’s next-generation power company, rebuilding the foundation of modern civilization by deploying a vast network of distributed batteries to transform the fragile, centralized grid into a resilient and abundant system.