Support Operations Analyst

Role overview

Business intelligence and analytics

• Design, build, and maintain dashboards, reports, and data infrastructure for actionable insights and strategic decisions.
• Provide real-time analytics and operational visibility to Support Leadership.
• Analyze performance across Global Support Operations, Core Operations, Workforce Management, and Data and BI functions.
• Develop and present KPI reviews, trend analyses, capacity reports, and business performance updates.

Workforce planning and operations

• Lead forecasting, capacity modeling, scheduling, and resource optimization.
• Monitor real-time SLA adherence and operational performance against global support objectives.
• Drive headcount planning based on demand, growth projections, and operational priorities.
• Establish operational rhythms for consistent performance tracking and accountability.

Systems and transformation

• Partner with IT to keep support systems, tools, reports, and dashboards accurate and effective.
• Act as business owner for contact center or call center applications and related processes.
• Improve reporting automation, data quality, customer experience, agent productivity, operational efficiency, and cost optimization.
• Drive transformation programs and collaborate across Support, IT, Customer Success, and Operations on scalable solutions and process improvements.

Experience and qualifications

• 5+ years in business operations, analytics, reporting, or operational strategy.
• 4+ years supporting post-sales organizations such as Technical Support, Customer Experience, Customer Success, or Service Operations.
• Demonstrated use of data and analytics to generate insights and influence strategic decisions.
• Strong workforce management knowledge, including forecasting, capacity planning, scheduling, and resource optimization.
• Experience managing operational KPIs, dashboards, and performance reporting frameworks.

Skills and tools

• Strong analytical, problem-solving, data interpretation, communication, and stakeholder management skills.
• Experience with CRM, ticketing systems, Salesforce, or related support platforms.
• Hands-on expertise with Power BI and Tableau; advanced Excel, SQL, or equivalent analytical platform proficiency.

Preferred qualifications

• Global technical support or customer service organization experience is preferred.
• Contact center operations and call center management tools knowledge is preferred.
• Operational transformation or business process improvement experience is preferred.
• Familiarity with customer support metrics, SLA management, and customer experience frameworks is preferred.

Benefits

• Benefits may include flexible workplace policies, employee resource groups, learning and development resources, career progression, community engagement, and wellness programs.
• Benefits and perks vary by country.

About Riverbed