The role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by improving KPI reporting and analysis, administering and optimizing CX platforms, translating business needs into system and process requirements, and supporting workforce forecasts, schedule creation, and headcount planning. Map current-state and future-state workflows; gather and prioritize business requirements; define use cases and acceptance criteria; and translate operational needs into clear requests for IT, Data, vendors, or development resources.