Customer Care Analyst

From Ukraine to Europe: Nova Post Europe is already operating in 16 countries — and we keep growing every day. Our team is united by the desire to move forward, achieve results, and explore new opportunities together.

Customer Care Center is the heart of the company, working proactively through end-to-end parcel monitoring, shipment follow-up, and proactive customer communication. It helps customers resolve any issues quickly while providing the company with valuable insights to continuously improve processes and service quality.

About the role

We are looking for a Customer Care Analyst responsible for forecasting workload, scheduling, and capacity planning.in our Customer care center. 
This role is for someone who works confidently with data and turns it into clear planning decisions.

Your mission

To ensure stable customer care operation and high service levels through accurate forecasting and workforce planning.

Main tasks:
• Forecasting workload (calls, chats, emails, back-office)
• Building and optimizing schedules
• Capacity planning and hiring needs
• Analyzing plan vs actual (shrinkage, occupancy, adherence)
• Adjusting plans based on operational changes

Requirements:
• 2+ years in WFM / Real-Time / Capacity Planning (50+ agents) or in Data Analytics or in Business Analytics 
• knowledge of workload models
• Experience in forecasting (data, seasonality, trends)
• Advanced Excel / Google Sheets
• WFM systems and BI tools — as a plus
• Strong analytical thinking

We offer:
• Official employment and social guarantees;

• Full provision of work equipment;
• Flexible work format: remote or hybrid;
• International environment and large-scale challenges;
• Real impact on the development of European business;
• Professional growth within the Nova group of companies.