WFM Support Operations

Work location and schedule

• The stated work location is Sky tech, Financial District, Hyderabad, India.
• The role primarily supports customers and stakeholders during U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time.
• After-hours support rotations and select holiday coverage may be required based on product, region, or business needs.

Role summary

Associate responsibilities

• Monitor schedule adherence and communicate trends or coaching opportunities to team leads.
• Monitor incoming volume across channels against planned interval volume; identify resource constraints and propose solutions.
• Handle call-outs and intraday schedule adjustments and approve schedule-adherence exceptions.
• Monitor schedule-adjustment requests, questions, and ticket escalations, ensuring timely routing to a support lead or manager.

Support Operations accountabilities

• Forecast volume and staffing needs from historical trends using workforce management techniques; adjust plans for seasonal spikes.
• Monitor hiring, retention, and attrition trends that could affect staffing accuracy and availability.
• Evaluate occupancy, idle time, and other workforce metrics to improve efficiency and identify training opportunities.
• Review long handle-time trends and support improvement through training, processes, and procedures.
• Manage cost-per-case and average-calls-per-customer programs and advance support non-functional requirements.
• Manage seasonal response programs and communicate trends to Service Delivery leadership.

Qualifications and experience

• Demonstrated accuracy and attention to detail, anticipation of obstacles, and timely action to minimize their impact.
• Ability to communicate diplomatically, ask insightful questions, solve problems, and remain a calm influence in tense situations.
• Excellent communication and interpersonal skills.
• One year of Workforce Management Real Time Analysis experience is preferred.
• An associate or bachelor's degree or previous technical troubleshooting experience is preferred.