Customer Support Operations Analyst
New
Remote (United States)Full-TimeMiddle
Salary60,000 - 80,000 USD per year
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Job Details
- Required Skills
- Data AnalysisTroubleshootingSlackZendesk
Requirements
- Proven hands-on Workforce Management (WFM) experience.
- Experience working in a fast-growing, multi-channel startup environment supporting email, chat/messaging, phone, text, and social.
- Strong computer skills and fast typing skills (40+ wpm).
- Light technical troubleshooting experience.
- Strong written communication skills.
- Ability to work independently in a remote setting and collaborate in a team.
- Available to work extended business hours and weekend shifts.
- Experience with Zendesk, Slack, or similar support tools is a bonus.
Responsibilities
- Analyze historical and real-time performance data to surface trends, risks, and improvement opportunities.
- Maintain and distribute KPI reporting, including service levels, occupancy, adherence, shrinkage, cost per contact, and productivity.
- Support short-, mid-, and long-term forecasts for volume, handle times, shrinkage, and staffing across channels.
- Build and publish weekly schedules balancing service levels, budget, and employee experience.
- Oversee intraday management, including real-time monitoring and staffing adjustments.
- Serve as an escalation point for customer support troubleshooting issues.
- Support Zendesk administration and maintain Assembled for scheduling and adherence.
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