Support Operations Analyst IV

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

A client with Kforce is seeking a Support Operations Analyst IV to join their team onsite in San Diego, CA. This role is hybrid, 3 days a week in office. The duration of this role is an 18 month contract. Summary: Come join the client Customer Success Real-Time Operation Team. As a Support Operations Analyst IV, you will operate in a fast-paced Customer Success organization, analyze contact center service level performance, generate insights and recommendations, drive results, and communicate effectively with leaders and partners at multiple levels.

Responsibilities

• Leverage existing tools to inform the business on the current state of issues impacting Customer Success, and the status (both current and trended) of key performance indicators for contact queues to a variety of stakeholders
• Develop insights and ad-hoc analyses to understand root causes, develop forecasted outcomes, and meet business needs intraday
• Lead cross-functional initiatives to optimize performance for the near term, short term, and medium-term time horizons
• Effectively communicate and interact with Senior Leadership to create awareness on any relevant root causes and build confidence in intraday efforts to reach effective business solutions
• Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

Requirements

• 3-5 years of experience with Contact Center operations
• Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)
• Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements, etc.)
• Experience with analytics to understand, manipulate and report data in an impactful way
• Strong interpersonal skills and ability to work well in dynamic & matrix team environments
• Ability to work independently and navigate ambiguity
• Flexibility with work schedule to cover business hours is a must (Including weekends/holidays)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.