Support Operations Analyst
Join a dynamic team dedicated to optimizing workforce Management operations in a fast-paced environment. As a Support Operations Analyst, you'll play a pivotal role in ensuring seamless scheduling, exceptional data insights, and operational excellence during critical periods, including extended tax season hours. This position offers an exciting opportunity to combine operational execution with analytical innovation, supporting a gig-economy-style workforce to meet our customers' needs effectively.
Key Responsibilities:
- Monitor multiple inbound channels for scheduling exception requests, process with precision, and escalate as necessary.
- Apply established guidelines for decision-making on exception requests, ensuring consistency and adherence to thresholds.
- Identify and resolve scheduling conflicts manually, maintaining expert coverage targets.
- Execute bulk scheduling operations using Python scripts, review for accuracy, and upload into scheduling platforms.
- Track and reconcile operational shrinkage, flag discrepancies for review.
- Develop familiarity with data lake environments, manage access requests, and navigate table structures independently.
- Build and maintain dashboards and reports using BI tools (Tableau, Power BI, Looker) to visualize key workforce metrics.
- Write SQL or equivalent queries to extract, transform, and structure data for reporting, leveraging AI tools to assist coding.
- Maintain data integrity through validation and troubleshoot data gaps or reporting issues.
- Support continuous improvement of data infrastructure and reporting processes.
Required Skills:
- 2+ years in workforce management, scheduling, operations analytics, or business intelligence.
- Strong knowledge of WFM fundamentals: scheduling, exceptions, shrinkage, adherence, utilization, service levels.
- Experience with WFM platforms such as Genesys, NICE, Verint, or similar.
- Proven ability to develop dashboards and operational reports with tools like Tableau, Power BI.
- Proficiency in SQL or similar query languages, with experience interpreting and troubleshooting output.
- Comfort working within data lake environments; able to identify relevant tables and request access.
- Ability to manage multi-channel inbound requests efficiently, maintaining SLAs.
- Technical comfort with running Python scripts, interpreting outputs, and identifying issues.
- Familiarity with AI tools (ChatGPT, Copilot, etc.) to accelerate reporting and query development.
- Exceptional attention to detail, validating data before submission.
- Strong communication skills: able to clearly present data insights and operational issues to non-technical stakeholders.
Nice to Have:
- Experience with gig or flexible workforce scheduling models.
- Knowledge of cloud data platforms like Snowflake, BigQuery, Databricks.
- Exposure to contact center operations or BPO environments.
- Familiarity with data transformation tools such as dbt or Jupyter notebooks.
Preferred Education & Experience:
- Bachelor's degree in Business, Data Science, Operations, or related fields preferred.
- Prior experience with operational analytics, workforce scheduling, or BI tools.
Other Requirements:
- On-site role in Tucson, AZ with possible weekend hours during peak months (October, January-April).
- Ability to quickly learn internal data access and security protocols.
- Must be authorized to work in the United States; remote work not available.
This position offers a compelling blend of operational support and data analytics, ideal for candidates passionate about process improvement and technical problem-solving within a collaborative team environment.
