Real Time Analyst, Customer Support

2 weeks ago

Hyderabad, Telangana, India Blackbaud Full time ₹ 2,50,000 - ₹ 7,50,000 per year

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 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

    2 weeks ago

    Hyderabad, Telangana, India Blackbaud Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job 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

    1 week ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    About the JobWere looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.As Real...

  • Real time analyst

    2 weeks ago

    Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Real 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

    2 weeks ago

    Hyderabad, Telangana, India Deliveroo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Real 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...

  • Senior Real-Time Analyst

    1 week ago

    Hyderabad, Telangana, India Thomson Reuters Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Senior Real- Time Analyst:Step into the world of innovation at Thomson Reuters—where your technical expertise meets global impact.Senior Real Time Analysts support workforce management by identifying scheduling gaps and adjusting staffing levels based on real-time data, produce and analyze attendance and intra-day reports to make recommendations for...

  • Senior Real-Time Analyst

    1 week ago

    Hyderabad, Telangana, India Thomson Reuters Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Senior Real- Time Analyst:Step into the world of innovation at Thomson Reuters—where your technical expertise meets global impact. Senior Real Time Analysts support workforce management by identifying scheduling gaps and adjusting staffing levels based on real-time data, produce and analyze attendance and intra-day reports to make recommendations for...

  • Senior Real Time Analyst

    1 week ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 1,20,000 - ₹ 1,80,000 per year

    About 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...

  • Customer Support Analyst

    6 days ago

    Hyderabad, Telangana, India Send Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    You'll report to: Joe Howes, Customer Support ManagerTeam: Customer SuccessLocation: Remote – This position is open to candidates based in BengaluruRole 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 candidate...

  • Customer Support Analyst

    2 weeks ago

    Hyderabad, Telangana, India Send Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    You'll report to: Joe Howes, Customer Support ManagerTeam: Customer SuccessLocation: Remote – This position is open to candidates based in BengaluruRole 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 candidate...

  • Customer Support Analyst II

    2 weeks ago

    Hyderabad, Telangana, India GHX Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Role 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...