Real-Time Support Scheduling

New

Skills

Analyst Data Analysis Forecasting Monitoring Problem Solving

Join Blackbaud as a Real Time Analyst focused on Customer Support Operations. In this dynamic, digital-first role, you will manage frontline schedules, monitor staffing, and optimize workforce management processes to ensure high-quality, responsive customer service. You'll collaborate with diverse teams, adjust coverage in real time, and help drive operational excellence in a flexible remote or hybrid environment.

Key Responsibilities
  • Create, manage, and adjust Customer Support schedules using Calabrio to meet service levels and volume forecasts.
  • Monitor real-time adherence, proactively resolving staffing gaps and resource constraints.
  • Recommend and implement intraday schedule changes to maintain target response times.
  • Oversee email and automated queues, routing escalations and schedule requests to the appropriate teams.
  • Support forecasting, staffing model updates, BCDR plans, and provide administrative assistance for Support Operations.
Required Skills & Qualifications
  • 2-4 years of hands-on experience with Workforce Management (WFM) processes, including forecasting, scheduling, and intraday management.
  • Associate or Bachelor’s degree, or relevant technical troubleshooting experience.
  • Strong analytical skills and attention to detail.
  • Calm, diplomatic, and effective in high-pressure or diverse situations.
  • Familiarity with WFM tools such as Calabrio.
  • Experience supporting quality monitoring, knowledgebase programs, and support-wide initiatives.
  • Commitment to diversity, equity, and inclusion in the workplace.
  • Excellent communication and problem-solving abilities.
  • Ability to work flexibly in a remote or hybrid environment.
  • Administrative and organizational skills.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12.0 Months

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