Real Time Analyst, Customer Support

Job Posting Description

Job Summary

The Support Operations Associate creates and manages frontline schedules for Customer Support, ensuring alignment with volume forecasts and proactively addressing staffing gaps. They adjust schedules in real time to handle call-outs or coverage changes, monitor adherence, and recommend intraday changes to maintain target response times. They may also oversee email/automated queues and route escalations appropriately.

Key Responsibilities

• Create and manage Customer Support schedules (Calabrio) to meet service levels.
• Monitor real-time adherence and adjust intraday schedules as needed.
• Analyze volume trends to support forecasting and staffing model updates.
• Identify and resolve resource constraints affecting customer response times.
• Route escalations and schedule requests promptly to the right teams.
• Support BCDR plans and provide administrative assistance for Support Ops.
  
  

About Support Operations

Support Operations oversees Workforce Management (WFM), Quality Monitoring (QM), Knowledgebase programs, and other support-wide initiatives. WFM functions include forecasting, scheduling, and optimizing staff utilization to maximize service while minimizing cost.

Qualifications

• Detail-oriented with proven ability to anticipate and resolve problems.
• Calm, diplomatic, and effective in high-pressure or diverse situations.
• 2-4 years of hands-on experience with WFM processes (forecasting, scheduling, intraday management) preferred.
• Associate or Bachelor’s degree or prior technical troubleshooting experience preferred.
  
  

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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.