Real-Time Support Analyst

New

Skills

Analyst Forecasting Monitoring Scheduling

Join Blackbaud as a Real-Time Support Analyst, where you will play a critical role in ensuring exceptional customer support operations. This remote-friendly position focuses on managing real-time schedules, optimizing workforce allocation, and supporting seamless customer experiences in a fast-paced, digital-first environment.

Job Overview

As a Real-Time Support Analyst, you will be responsible for creating and adjusting frontline schedules for the Customer Support team, monitoring adherence, and proactively resolving staffing gaps. You will support intraday management, analyze volume trends, and route escalations to maintain optimal response times and service levels.

Key Responsibilities
  • Create and manage Customer Support schedules using Calabrio to meet service level targets.
  • Monitor real-time adherence and adjust schedules to address coverage changes and call-outs.
  • Analyze customer volume trends to support forecasting and staffing model updates.
  • Proactively identify and resolve resource constraints affecting response times.
  • Route escalations and schedule requests promptly to appropriate teams.
  • Support business continuity and disaster recovery (BCDR) plans.
  • Provide administrative assistance for Support Operations initiatives.
  • Collaborate with Workforce Management (WFM), Quality Monitoring (QM), and Knowledgebase programs.
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 prior technical troubleshooting experience preferred.
  • Detail-oriented with strong problem-solving abilities.
  • Calm, diplomatic, and effective in high-pressure or diverse situations.
  • Proficiency in scheduling tools (e.g., Calabrio) and support operations systems.
  • Commitment to an inclusive work environment.
  • Ability to adapt to remote or hybrid work culture.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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