Support Operations Analyst: Drive Efficiency & Systems

Experis ManpowerGroup Sp. z o.o.; Kraków; Hybrid; 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

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.