Real Time Analyst, Customer Support
6 days ago
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 ResponsibilitiesCreate 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.
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.
QualificationsDetail-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 Bachelor's degree or prior technical troubleshooting experience preferred.
Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube
Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
-
Real Time Analyst, Customer Support
4 days ago
Hyderabad, Telangana, India Blackbaud Full time ₹ 9,00,000 - ₹ 12,00,000 per yearJob SummaryThe 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...
-
Real time analyst
6 days ago
Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per yearReal Time Analyst - Hyderabad Hybrid role - 3 days office / 2 days home 24/7HR rotational shift pattern The Team The central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve...
-
Real time analyst
6 days ago
Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per yearReal Time Analyst - HyderabadHybrid role - 3 days office / 2 days home24/7HR rotational shift patternThe TeamThe central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve markets across...
-
Real time analyst
6 days ago
Hyderabad, Telangana, India Deliveroo Full time ₹ 5,00,000 - ₹ 12,00,000 per yearReal Time Analyst - Hyderabad Hybrid role - 3 days office / 2 days home 24/7HR rotational shift patternThe TeamThe central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover twelve markets...
-
Senior Real Time Analyst
15 hours ago
Hyderabad, Telangana, India IntouchCX Full time ₹ 1,20,000 - ₹ 1,80,000 per yearAbout the JobThe Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.As Senior Real Time Analyst (RTA), You WillAct as shift point of contact:Overlook the team in the absence of the Manager/SupervisorConduct RTA...
-
Real Time Money Mule Analyst
2 days ago
Hyderabad, Telangana, India HSBC Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob descriptionSome careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be.HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses...
-
Customer Support Analyst
2 days ago
Hyderabad, Telangana, India Send Full time ₹ 9,00,000 - ₹ 12,00,000 per yearYou'll report to: Joe Howes, Customer Support Manager Team: Customer Success Location: Remote – This position is open to candidates based in Bengaluru Role Type: Full-Time, Permanent Start date: As soon as possible Visa / Sponsorship Available: Not Available The Application Support Analyst Role This role is an exciting opportunity for the right...
-
Customer Support Analyst II
2 days ago
Hyderabad, Telangana, India GHX Full time ₹ 9,00,000 - ₹ 12,00,000 per yearRole Summary : A Customer Support Analyst Level II works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-II will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this...
-
Customer Support Analyst
6 days ago
Hyderabad, Telangana, India Solugenix Full time ₹ 9,00,000 - ₹ 12,00,000 per yearJob Title: Customer Support Analyst - (English & French)Location: HyderabadPosition: Full TimeRequired Experience: 2+yearsJob Summary:We are looking for an enthusiastic, customer-minded person that is looking to grow with our Customer Support team. In this role, you will handle Order Placement and Support. You will be answering questions about any...
-
Customer Support Analyst III
14 hours ago
Hyderabad, Telangana, India GHX Full time ₹ 9,00,000 - ₹ 12,00,000 per yearGeneral Summary A Customer Support Analyst Level III works within the Customer Support Center to meet the needs of GHX's important customers. The CSA-III will develop a strong working knowledge of our leading edge GHX Internet B2B exchange system and growth products, the Customer Support knowledge base, and Customer Support administrative tools. With this...