Work Location & Schedule

Work Location: Sky tech, Financial District, Hyderabad, India

Work Schedule

• This role supports customers and stakeholders primarily during U.S. business hours.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time.
• Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

Job Summary

The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast response times to customers remain unaffected.



Associates may also have responsibilities for monitoring email and automated queues for requests from internal or external customers when manual oversight is required and navigating these requests to the right teams in a timely manner. Additionally, the associates may also have responsibilities in executing critical staffing plans, procedures, and communicate with Support Leadership on situations and issues that may affect schedule coverage.

In general, Support Operations is responsible for workforce management (WFM) and other support-wide initiatives. Workforce management focuses on assigning the right employees with the right skills to the right job at the right time. WFM functions include scheduling the proper number of staff in place (staff ratio/levels) for each frontline hour to maximize service and minimize cost, evaluating both volume growth and staff utilization to guide efficiency improvements. Customer Support Operations has accountability over staffing modeling, forecasting, holiday management, and after-hours management.

The Associate Has Responsibilities To

📌 WFM Support Operations (Hyderabad)
🏢 Blackbaud India
📍 Hyderabad