Customer Support Operations Analyst

Job Summary

Supporting data-informed workforce strategies, the full-time Customer Support Operations Analyst will manage scheduling, real-time workforce management, analytics, and reporting while working remotely.

Key responsibilities

• Analyze performance data to identify trends and improvement opportunities, maintaining KPI reporting
• Support forecasting and scheduling for staffing across multiple channels, ensuring service levels and employee experience are balanced
• Serve as an escalation point for customer support issues, providing solutions and insights to improve operations

Required qualifications

• Hands-on experience with workforce management tools, preferably Zendesk and Assembled
• Strong analytical skills with the ability to translate data into actionable recommendations
• Experience in scheduling and real-time management in a customer support environment
• Ability to work extended hours and weekends as needed
• Familiarity with multi-channel support operations, including email, chat, and phone