TBS Support Ops - Analyst
December 11
Description
• Analyzes available data to identify opportunities for same-day staff adjustments and the need to solicit extra hours and/or voluntary time off. • Monitors several queues & performance data points across multiple channels & sites. • Reviews intra-day performance reports and projects adjustments for unanticipated volume shifts and staffing adherence. • Monitors & flags/communicates global agent adherence & performance at a queue, site, & team level. • Responds to/handles requests from Operational leadership that will impact same-day coverage for any skill/queue. • Collect and report global data from disparate systems, providing meaningful trend analysis and data-driven recommendations and insights • Provides regular operational reporting to the management team • Participates in meetings focused on reviewing forecasts, shrinkages, and scheduling (globally) • Works closely with Workforce teams globally • Participates in outage management when required. • Performs reporting/data entry tasks as necessary. • Communicates business health to leadership as needed • Creates Support Ops business health reporting measurement framework and dashboards • Delivers insights and reporting needs to Support Delivery team as necessary • Maintains support tools to support the TBS support organization • Works closely with our support and engineering teams to solve rider and operator issues • Provides feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems • Manage database of product bugs and report on progress mitigation cross-functionally • Supports the Delivery team with deep dives and other insights related projects • Acts as Impact & Response team point of contact to ensure delightful resolution for TBS riders • Works cross-functionally to ensure operational consistency across all support lines of business. • Professionally responds to internal feedback and inquiries • Act on feedback to learn and grow
Requirements
• Minimum of 2 years contact center real-time management for multiple sites with multiple channels • Previous experience with global operations preferred • Experience using PowerBI, Tableau, or another data visualization tool • Must have a general knowledge of support tooling systems (Zendesk, Twilio Flex, JIRA, Khoros) • Experience with SQL • Advanced Excel experience • Must be self-motivated and driven • Strong analytical and critical thinking skills • Strong communication skills, both written and oral • Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts • Ability to thrive in a startup environment • Ability to write thorough, scalable, and clear documentation • Ability to multi-task and meet short-term and high-intensity deadlines • Self-sufficient, highly motivated with a desire to learn new technologies and industries • Ability to thrive in a fast-paced work environment with consistency and reliability
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