Real Time Analyst, Customer Support

Blackbaud

2 - 4 years

4 - 7 Lacs

hyderabad

Posted:4 weeks ago| Platform:

Apply

Skills Required

forecasting workforce management real time analysis troubleshooting wfm resource management project management operations management employee relations mis reporting rostering hrsd talent management capacity planning vba recruitment mis rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

The Support Operations Associate creates and manages frontline schedules for Customer Support, ensuring alignment with volume forecasts and proactively addressing staffing gaps.
They adjust schedules in real time to handle call-outs or coverage changes, monitor adherence, and recommend intraday changes to maintain target response times. They may also oversee email/automated queues and route escalations appropriately.

Key Responsibilities

Create and manage Customer Support schedules (Calabrio) to meet service levels.
Monitor real-time adherence and adjust intraday schedules as needed.
Analyze volume trends to support forecasting and staffing model updates.
Identify and resolve resource constraints affecting customer response times.
Route escalations and schedule requests promptly to the right teams.
Support BCDR plans and provide administrative assistance for Support Ops.

About Support Operations

Support Operations oversees Workforce Management (WFM), Quality Monitoring (QM), Knowledgebase programs, and other support-wide initiatives. WFM functions include forecasting, scheduling, and optimizing staff utilization to maximize service while minimizing cost.

Qualifications

Detail-oriented with proven ability to anticipate and resolve problems.
Calm, diplomatic, and effective in high-pressure or diverse situations.
2-4 years of hands-on experience with WFM processes (forecasting, scheduling, intraday management) preferred.
Associate or Bachelors degree or prior technical troubleshooting experience preferred.

More Jobs at Blackbaud

Software Engineer, Principal

Hyderabad

2 - 7 yrs

INR 10 - 14 Lacs

Workday Integration Specialist, Staff

Hyderabad

2 - 6 yrs

INR 5 - 9 Lacs

Software Engineer, Senior - C#

Hyderabad

1 - 5 yrs

INR 4 - 8 Lacs

Principal Software Engineer - Java

Hyderabad

3 - 8 yrs

INR 12 - 16 Lacs

Workday Integrations Specialist, Senior A

Hyderabad

2 - 7 yrs

INR 9 - 13 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.