WFM Support Operations

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 I ntraday M onitoring (IDM) of the support queues , and adherence to schedules, in order to identif y any gaps that could affect customer response times . Associates are responsible to r ecommending 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 a ffect 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 s taffing modeling, forecasting, holiday management, and after- hours management.     The Associate has responsibilities to:   Real-time monitor adherence to schedules and communicate with TLs when trends or one-off coaching opportunities for agents are observed   Real-time monitor Incoming volume from all channels and evaluate the volume compared to associated planned interval volume.    Evaluate of any resource constraints that impact customer response times and propose solutions for team leads and managers   Handle call-outs & other intraday schedule adjustment needs and approve schedule adherence exceptions   Monitor incoming Customer Support requests for schedule adjustments, questions or incoming ticket escalation requests from other departments and ensuring timely escalation to a Custom er Support team lead or manager   In general, Support Operations has the overall accountabilities and responsibilities to:    Forecast volume based on historic trends to predict future volume/staffing timing, with industry-standard WFM techniques   …