WFM Support Operations

Work Location & Schedule

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule:

• This role supports customers and stakeholders primarily during U.S. business hours. 
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time.
• Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs. 

Job Summary:  

The Support Operations, Associateis responsible forReal Time Analysis (RTA) and IntradayMonitoring (IDM) of the support queues, and adherence to schedules,in order toidentify anygaps that could affect customer response times.Associates are responsibleto recommending changes to intraday schedules, ifappropriate, to ensure forecast response times to customersremain unaffected.   Associates may also have responsibilities for monitoring email and automated queues for requests from internal or external customers when manual oversight isrequired and navigating these requests to the right teamsin a timely manner.Additionally, the associates may also have responsibilities in executing critical staffing plans,procedures,and communicate with SupportLeadership on situations and issues that mayaffectschedule coverage. 

In general, Support Operationsis responsible for workforce management (WFM)andother support-wide initiatives. Workforce management focuses on assigning the right employees with the right skills to the right job at the right time. WFM functions include scheduling the proper number of staff in place (staff ratio/levels) for each frontline hour to maximize service and minimize cost, evaluating both volume growth and staffutilization to guide efficiency improvements.   Customer Support Operations has accountability overstaffing modeling, forecasting, holiday management,and after-hours management.  

The Associate has responsibilities to: 

• Real-time monitor adherence to schedules and communicate with TLs when trends or one-off coaching opportunities for agents are observed 

• Real-time monitorIncoming volume from all channels and evaluate the volume compared to associated planned interval volume.  

• Evaluate of any resource constraints thatimpact customer response times and propose solutions for team leads and managers 

• Handlecall-outs & other intraday schedule adjustment needs and approve schedule adherence exceptions 

• Monitor incoming Customer Support requests for schedule adjustments, questions or incoming ticket escalation requests from other departments and ensuringtimely escalation to a Customer Support team lead or manager 

In general,SupportOperationshasthe overallaccountabilities andresponsibilities to:  

• Forecast volume based on historic trends to predict future volume/staffing timing, with industry-standard WFM techniques 

• Evaluate data andadjusts WFM to seasonal spikes andleverage proactive support to reduce potential impact 

• Maintain oversight for personnel movement, including hiring/retention/attrition trends and obstacles, that mightimpact accuracy and availability to serve incoming volume 

• Evaluate occupancy, idle time, and other WFM metrics to maximize both efficiency of FTEs and training opportunities  

• Evaluate overall trends of long handle times andworks to improve through better training, process/procedures  

• Provide overall program management of cost-per-case and average-calls-per-customer, filing and shepherding non-functional requirements on behalf of support 

• Evaluate seasonal spikes andmanages programs to respond proactively to customer needsandcommunicating these trends to Service Delivery leadership 

Education and Experience  

• Detail oriented with examples of performing work thatrequireda high level of accuracy 

• Demonstrated ability toanticipate obstacles or problems.Takestimely steps to minimize impact on intended results 

• Demonstrated ability to be diplomatic, and tactful in dealing with diverse people  

• Proven ability to ask critical, insightful questions and probe for information tofacilitate problem solving 

• Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance 

• Excellent Communication and interpersonal skills. 

• Experience performing1 yearWorkforce Management Real Time Analysis(RTA)preferred 

• Associate or Bachelor’s degree orprevious technical troubleshooting experience preferred  

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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.