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, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast response times to customers remain unaffected.   Associates may also have responsibilities for monitoring email and automated queues for requests from internal or external customers when manual oversight is required and navigating these requests to the right teams in a timely manner. Additionally, the associates may also have responsibilities in executing critical staffing plans, procedures, and communicate with Support Leadership on situations and issues that may affect schedule coverage. 

In general, Support Operations is responsible for workforce management (WFM) and other 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 staff utilization to guide efficiency improvements.   Customer Support Operations has accountability over staffing 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 monitor Incoming volume from all channels and evaluate the volume compared to associated planned interval volume.  

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

• Handle call-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 ensuring timely escalation to a Customer Support team lead or manager 

In general, Support Operations has the overall accountabilities and responsibilities to:  

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

• Evaluate data and adjusts WFM to seasonal spikes and leverage proactive support to reduce potential impact 

• Maintain oversight for personnel movement, including hiring/retention/attrition trends and obstacles, that might impact 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 and works 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 and manages programs to respond proactively to customer needs and communicating these trends to Service Delivery leadership