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 ResponsibilitiesCreate 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 QualificationsDetail-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 Stay up to date on everything Blackbaud Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture Blackbaud supports hiring and career development for all roles from the location you are in today Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work workplace 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

📌 Real Time Analyst, Customer Support (Telangana)
🏢 Blackbaud
📍 Telangana