Are you a detail-oriented professional with a knack for problem-solving and workforce management? Do you excel in real-time analysis and enjoy contributing to seamless customer support experiences? If so, we invite you to explore this exciting opportunity to become a Support Operations Associate at our organization.
This role is critical in ensuring smooth operations across support channels, maintaining customer satisfaction, and driving efficiency. With responsibilities ranging from real-time monitoring to workforce planning, you’ll play a pivotal part in our support operations team.
Table of Contents
Job Title
Support Operations Associate
Job Summary
The Support Operations Associate is at the forefront of ensuring exceptional customer service through real-time analysis (RTA) and intraday monitoring (IDM). This role involves monitoring support queues, ensuring adherence to schedules, and identifying and addressing gaps that might affect response times.
Your role will also include:
- Recommending intraday schedule changes to optimize customer support.
- Monitoring email and automated queues for internal and external requests.
- Executing staffing plans and communicating with Support Leadership on coverage issues.
This position requires a proactive approach, attention to detail, and the ability to adapt quickly in a dynamic support environment.
Key Responsibilities
As a Support Operations Associate, your core responsibilities include:
Real-Time Monitoring and Analysis
- Track adherence to schedules and communicate with team leaders (TLs) about trends or coaching opportunities.
- Monitor incoming volume across all channels and compare it with planned intervals.
- Identify resource constraints and propose timely solutions to ensure customer response times are met.
- Manage intraday schedule adjustments, including handling call-outs and approving schedule adherence exceptions.
Support Queue Management
- Monitor incoming customer support requests for schedule adjustments or escalations.
- Ensure timely navigation of escalated requests to the appropriate teams.
Workforce Management and Strategy
- Forecast volume trends based on historical data to optimize staffing.
- Adjust workforce management (WFM) strategies to handle seasonal spikes and minimize potential service impacts.
- Maintain oversight of personnel movement, including hiring and attrition trends.
- Evaluate workforce efficiency metrics like occupancy and idle time to drive improvements.
Continuous Improvement
- Analyze long handle times and collaborate with the training team to improve processes.
- Oversee cost-per-case and average-call metrics to enhance overall customer support operations.
- Manage programs to address seasonal customer needs and communicate trends to leadership.
Qualifications and Experience
To excel in this role, the ideal candidate should possess:
- A keen eye for detail with proven examples of high-accuracy work.
- A demonstrated ability to anticipate obstacles and proactively address them.
- Strong interpersonal and communication skills, with a diplomatic and tactful approach to diverse situations.
- Critical thinking skills to ask insightful questions and probe for solutions.
- The ability to remain calm and provide direction during tense situations.
Preferred Qualifications:
- At least 1 year of experience in Workforce Management or Real-Time Analysis (RTA).
- An Associate or Bachelor’s degree (or equivalent technical troubleshooting experience).
Why Join Us?
At our organization, we believe in empowering our employees to excel in their roles. As a Support Operations Associate, you will:
- Be part of a dynamic and collaborative team.
- Contribute to impactful projects that enhance customer satisfaction.
- Develop your skills in workforce management and operations.
- Enjoy opportunities for career growth and professional development.
What We Offer
We understand that great employees are the foundation of our success. That’s why we provide:
- Competitive compensation and benefits.
- Comprehensive training to help you succeed in your role.
- A supportive work environment that values innovation and collaboration.
- Opportunities to work on meaningful projects that make a difference.
How to Apply
Are you ready to take the next step in your career? Submit your application today!
Click here to apply and join our team as a Support Operations Associate.
Also Apply for: – Job Opportunity: Scheduling Specialist at IntouchCX 2024
Boost Your Career Today!
Join us as a Support Operations Associate and become a vital part of a team that values customer satisfaction and operational excellence. Take the first step toward a rewarding career by applying today!
FAQs
What is the primary focus of the Support Operations Associate role?
This role focuses on real-time analysis, intraday monitoring, and workforce management to ensure seamless customer support.
What kind of background is required?
A background in workforce management, customer support, or real-time analysis is preferred. A Bachelor’s degree or equivalent technical troubleshooting experience is a plus.
What qualities are essential for this role?
Attention to detail, problem-solving abilities, and strong communication skills are essential for success in this role.
