Real-Time Support Ops Analyst IV — Hybrid

Kforce Inc; San Diego (CA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Kforce Inc. is seeking a Support Operations Analyst IV to join the Customer Success Real-Time Operation Team in San Diego, CA. This on-site role is hybrid (3 days in office) for an 18-month contract.

You will analyze contact center performance, generate insights, and drive results while communicating with leaders at multiple levels. The ideal candidate has 3–5 years in contact center operations, experience with Amazon Connect or Grafana, and strong analytics and stakeholder communication skills.

Qualifications

• 3–5 years of experience in contact center operations.
• Experience with Amazon Connect, Grafana, or similar tools.
• Experience with KPI metrics like AHT, Abandon Rate, SoA, and SLA.
• Strong analytical reporting and data manipulation skills.
• Excellent interpersonal and cross-functional collaboration abilities.
• Ability to work independently and navigate ambiguity.

Responsibilities

• Inform the business about current and trending issues impacting Customer Success and KPI status.
• Develop ad-hoc analyses to understand root causes, forecast outcomes, and meet business needs intraday.
• Lead cross-functional initiatives to optimize performance in near to mid-term horizons.
• Communicate with Senior Leadership to raise awareness of root causes and intraday solutions.
• Prioritize tasks, manage multiple projects, and communicate progress effectively.

Skills

Contact center operations

KPI analysis

Data interpretation

Interpersonal skills

Ambiguity navigation

Tools

Amazon Connect

Grafana

Job description

Kforce Inc. is seeking a Support Operations Analyst IV to join the Customer Success Real-Time Operation Team in San Diego, CA. This on-site role is hybrid (3 days in office) for an 18-month contract.

You will analyze contact center performance, generate insights, and drive results while communicating with leaders at multiple levels. The ideal candidate has 3–5 years in contact center operations, experience with Amazon Connect or Grafana, and strong analytics and stakeholder communication skills.