WFM Support Operations Professional

Blackbaud; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Blackbaud seeks a Support Operations, Associate in Hyderabad to monitor real-time queues and intraday staffing, ensuring forecasted response times are met. The role supports U.S.

business hours and may involve after-hours rotations and holiday coverage. The ideal candidate has experience in Workforce Management Real Time Analysis, strong communication skills, and a detail-oriented approach to scheduling and operations.

Qualifications

• Detail-oriented with high accuracy in work.
• Diplomatic and tactful in dealing with diverse people.
• Experience with Workforce Management Real Time Analysis (RTA) preferred.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Real-time monitor adherence to schedules and communicate with TLs when trends or coaching opportunities are observed.
• Real-time monitor incoming volume from all channels and compare to planned interval volume.
• Evaluate resource constraints affecting customer response times and propose solutions.
• Handle call-outs and intraday schedule adjustments and approve adherence exceptions.
• Forecast volume based on historical trends using standard WFM techniques.
• Monitor occupancy, idle time, and other WFM metrics to optimize efficiency.

Skills

Detail oriented

Communication skills

RTA experience

Diplomatic

Problem solving

Education

Associate or Bachelor’s degree

Job description

Work Location & Schedule

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

• 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 y any gaps that could affect customer response times. Associates are responsible to r ecommending 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 a ffect schedule coverage.

Responsibilities

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 Custom er Support team lead or manager
• 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

Education and Experience

• Detail oriented with examples of performing work that required a high level of accuracy
• Demonstrated ability to anticipate obstacles or problems. Takes timely 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 to facilitate 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 performing 1 year Workforce Management Real Time Analysis (RTA) preferred
• Associate or Bachelor s degree or previous technical troubleshooting experience preferred

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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.