Support Operations, Associate
2 weeks ago
In general, Support Operations is responsible for workforce management (WFM) and other support-wide initiatives. Workforce management focuses on assigning the right employees with the right skills to the right job at the right time. WFM functions include scheduling the proper number of staff in place (staff ratio/levels) for each frontline hour to maximize service and minimize cost, evaluating both volume growth and staff utilization to guide efficiency improvements. Customer Support Operations has accountability over staffing modeling, forecasting, holiday management, and after-hours management.
Key ResponsibilitiesThe Associate has responsibilities to:Real-time monitor adherence to schedules and communicate with TLs when trends or one-off coaching opportunities for agents are observedReal-time monitor Incoming volume from all channels and evaluate the volume compared to associated planned interval volume.Evaluate of any resource constraints that impact customer response times and propose solutions for team leads and managersHandle call-outs & other intraday schedule adjustment needs and approve schedule adherence exceptionsMonitor incoming Customer Support requests for schedule adjustments, questions or incoming ticket escalation requests from other departments and ensuring timely escalation to a Customer Support team lead or manager
In general, Support Operations has the overall accountabilities and responsibilities to:Forecast volume based on historic trends to predict future volume/staffing timing, with industry-standard WFM techniquesEvaluate data and adjusts WFM to seasonal spikes and leverage proactive support to reduce potential impactMaintain oversight for personnel movement, including hiring/retention/attrition trends and obstacles, that might impact accuracy and availability to serve incoming volumeEvaluate occupancy, idle time, and other WFM metrics to maximize both efficiency of FTEs and training opportunitiesEvaluate overall trends of long handle times and works to improve through better training, process/proceduresProvide overall program management of cost-per-case and average-calls-per-customer, filing and shepherding non-functional requirements on behalf of supportEvaluate seasonal spikes and manages programs to respond proactively to customer needs and communicating these trends to Service Delivery leadership
Education and ExperienceDetail oriented with examples of performing work that required a high level of accuracyDemonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended resultsDemonstrated ability to be diplomatic, and tactful in dealing with diverse peopleProven ability to ask critical, insightful questions and probe for information to facilitate problem solvingDemonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidanceExcellent Communication and interpersonal skills.Experience performing 1 year Workforce Management Real Time Analysis (RTA) preferredAssociate or Bachelor’s degree or previous technical troubleshooting experience preferred
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Support Operations, Associate
2 weeks ago
hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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Support Operations, Associate
2 weeks ago
hyderabad, India Blackbaud India Full timeJob Summary:The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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Support Operations, Associate
2 weeks ago
Hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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Support Operations, Associate
2 weeks ago
Hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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hyderabad, India Blackbaud India Full timeJob Summary: The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast...
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