Support Operations, Staff

2 weeks ago

hyderabad, India Blackbaud India Full time
About the role:
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.
What you’ll do
Develop and maintain staff schedules, ensuring adequate coverage to meet service level agreements (SLAs) and customer demand.
Understanding historical data and trends and adjust schedules accordingly.
Work closely with team leaders and managers to coordinate schedules, including training sessions, team meetings, and time-off requests.
Monitor and analyze performance data to identify trends, gaps, and areas for improvement in scheduling.
Generate and distribute regular reports on scheduling efficiency, staff utilization, and other key metrics.
Continuously evaluate and improve scheduling processes to enhance efficiency and reduce costs.
Serve as the primary point of contact for scheduling-related inquiries and issues, ensuring clear and timely communication with all stakeholders.
Ensure all scheduling practices comply with company policies and labor laws.
Forecast volume based on historic trends to predict future volume/staffing timing, with industry-standard WFM techniques.
Evaluate data and adjusts WFM to seasonal spikes and leverage proactive support to reduce potential impact.
Maintain oversight for personnel movement, including hiring/retention/attrition trends and obstacles, that might impact accuracy and availability to serve incoming volume.
Evaluate occupancy, idle time, and other WFM metrics to maximize both efficiency of FTEs and training opportunities.
Evaluate overall trends of long handle times and works to improve through better training, process/procedures.
Provide overall program management of cost-per-case and average-calls-per-customer, filing and shepherding non-functional requirements on behalf of support.
Evaluate seasonal spikes and manages programs to respond proactively to customer needs and communicating these trends to Service Delivery leadership.
What you’ll bring
2-5 years experience in workforce management or scheduling, in a support center environment.
Proficiency in workforce management software (IEX, Verint, NICE, etc.).
Strong analytical skills and attention to detail.
Excellent communications and interpersonal skills.
Ability to work under pressure and manage multiple tasks simultaneously.
Proficiency in Microsoft Office, especially Excel.
Ability to work US hours. Eligible for shift differential compensation.

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