Support Operations Analyst

Experis ManpowerGroup Sp. z o.o.; Kraków; On-site; PLN 84,000 - 104,000; Full time

Benefits offered by this job

Medicover Premium

MultiSport Plus

Group Insurance

Job summary

Experis ManpowerGroup Sp. z o.o. in Kraków is hiring a Support Operations Analyst to help drive operational excellence for a global customer support organization.

The role focuses on data, systems, processes, and operations to ensure tools, workflows, and structure enable a seamless customer experience. You will work with global teams to improve efficiency, data quality, and day-to-day operations.

Qualifications

• Fluent English (minimum B2/C1).
• 1–2 years of experience in Support Operations, Workforce Management, Customer Support, Operations, or a similar role.
• Strong analytical and organizational skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset and confidence in troubleshooting operational and system-related challenges.
• Strong communication and documentation skills.
• Advanced Excel skills and experience working with operational data.
• Experience with Salesforce or other CRM systems would be an advantage.
• Experience with workforce management or contact center tools is a plus.

Responsibilities

• Monitor real-time adherence and workforce coverage across support teams to maintain service levels.
• Manage schedules and staffing plans using workforce management tools.
• Administer and maintain support systems, including CRM, communication, scheduling, and ticket management platforms.
• Troubleshoot operational, system, and workflow issues to minimize disruptions.
• Improve and automate processes to increase efficiency and reduce manual work.
• Ensure data accuracy and integrity across support tools and reporting systems.
• Manage user access, onboarding, offboarding, and permissions across operational platforms.
• Create and maintain process documentation, procedures, and operational guidelines.
• Support the implementation of new tools, workflows, and operational initiatives.
• Collaborate with support leaders, analysts, and internal stakeholders across multiple regions.

Skills

English fluency

Analytical skills

Organizational skills

Multitasking

Problem solving

Communication

Excel

CRM experience

Tools

Salesforce

Workforce management tools

Job description

Support Operations Analyst
Location: Kraków (hybrid model, 3 days per week from the office)
Employment Type: Employment Contract
Salary: 7,500 - 9,300 PLN gross/month
Working Hours: EMEA business hours

Join a global Support Operations team and help drive operational excellence!

We are looking for a Support Operations Analyst to join an international technology company and play a key role in supporting a global customer support organization.

This position is ideal for someone who enjoys working with data, systems, processes, and operations. You will be responsible for ensuring that support teams have the tools, workflows, and operational structure needed to deliver a seamless customer experience.

Working closely with global teams, you will contribute to improving efficiency, maintaining data quality, optimizing workflows, and supporting the smooth day-to-day operation of the support function.

What will you do?

• Monitor real-time adherence and workforce coverage across support teams to maintain service levels.
• Manage schedules and staffing plans using workforce management tools.
• Administer and maintain support systems, including CRM, communication, scheduling, and ticket management platforms.
• Troubleshoot operational, system, and workflow issues to minimize disruptions.
• Improve and automate processes to increase efficiency and reduce manual work.
• Ensure data accuracy and integrity across support tools and reporting systems.
• Manage user access, onboarding, offboarding, and permissions across operational platforms.
• Create and maintain process documentation, procedures, and operational guidelines.
• Support the implementation of new tools, workflows, and operational initiatives.
• Collaborate with support leaders, analysts, and internal stakeholders across multiple regions.

Who are we looking for?

• Fluent English (minimum B2/C1).
• 1-2 years of experience in Support Operations, Workforce Management, Customer Support, Operations, or a similar role.
• Strong analytical and organizational skills with excellent attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset and confidence in troubleshooting operational and system-related challenges.
• Strong communication and documentation skills.
• Advanced Excel skills and experience working with operational data.
• Experience with Salesforce or other CRM systems would be an advantage.
• Experience with workforce management or contact center tools is a plus.
• Interest in developing technical and operational expertise.

What do we offer?

• Employment contract through Experis.
• 3-month probation period followed by a 12-month contract.
• Opportunity to transition directly to the end client based on business needs and performance.
• Hybrid working model with 3 days per week from the Kraków office.
• Competitive salary: 7,500 - 9,300 PLN gross/month.
• International work environment and collaboration with global teams.
• Comprehensive onboarding and training.
• Opportunities for professional growth and career development.
• Exposure to modern support operations and workforce management tools.
• Supportive culture focused on collaboration, ownership, and continuous improvement.
• Benefits package including Medicover Premium, MultiSport Plus, and Group Insurance.