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workforce management and systems analyst - customer support

workforce management and systems analyst - customer support

Cred

3 - 6 years

0 Lacs

bengaluru karnataka india

Posted:1 month ago| Platform: Foundit logo

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Skills Required

airflow genesys apis genesys cloud retool

Work Mode

On-site

Job Type

Full Time

Job Description

what will you do:

build and govern workforce plans by partnering with our contact-centre teams on volume forecasts, staffing models, and performance rhythms

run operational governance for partner centres - reporting, invoicing inputs, scorecards, and weekly/monthly business reviews

own dashboards for customer support performance automate reporting across SLAs, queues, productivity, and ticket trends using SQL, Python, Tableau, and excel

work with data engineering and process excellence to streamline data flows, improve automation, and ensure accuracy and consistency of all CS reports

provide fast, data-backed insights to help leadership make decisions and improve service efficiency

manage system access across CRM, telephony, and workflow tools - onboarding/offboarding, permissions, and compliance

coordinate with tech and security teams to maintain governance across all CS systems and tools

oversee API setups, authorizations, and integrations with third-party platforms to keep customer support operations running smoothly

you should apply if you have:

strong hands-on proficiency in SQL, python, and tableau

3-6 years of experience in customer support or service operations, focusing on reporting, analytics, or systems

deep understanding of support workflows - SLAs, queues, volume trends, productivity, and ticket lifecycles

experience with Genesys Cloud and Genesys APIs

knowledge of identity and access management frameworks

ability to work closely with data, tech, and partner teams

experience with tools like Airflow or Retool is a plus, not a blocker

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