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Real Time Analyst, Customer Support

Real Time Analyst, Customer Support

Blackbaud

2 - 4 years

3 - 7 Lacs

hyderabad

Posted:2 hours ago| Platform:

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Skills Required

customer support operations forecasting troubleshooting workforce management

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.

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Software Development

Charleston South Carolina

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Real Time Analyst, Customer Support