Support Operations Analyst

Support Operations Analyst IIIThe Workforce Management (WFM) team at Client plays a critical role in ensuring we have the right number of experts, with the right skills, at the right time to serve our customers. We are the backbone of our expert supply strategy, driving operational excellence through data-driven planning and execution. We work closely with finance, operations, product, and technology partners to maximize expert availability and efficiency while delivering an exceptional customer experience.We are looking for a detail-oriented Support Operations Analyst III to join our Scheduling team on a contract basis. In this role, you'll support the day-to-day execution of expert scheduling within a gig-economy-style workforce model — monitoring and processing inbound scheduling exception requests, applying manual corrections where automation falls short, and executing bulk scheduling operations through Python-generated upload files. Equally important, you'll be expected to ramp quickly on our data environment: navigating the access request process, developing familiarity with our data lake structure, and building both ad hoc and recurring dashboards that give the team better visibility into scheduling and workforce operations. If you stay organized under volume, are comfortable working with data at a technical level, and can move from operational execution to analytical output within the same role, this is a strong fit.Key Responsibilities:Scheduling Operations Exception Monitoring & Processing: Monitor multiple inbound channels throughout the working day for scheduling exception requests; process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriateThreshold-Based Decision Making: Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissionsSchedule Execution & Manual Intervention: Identify and correct scheduling gaps or conflicts that automated processes don't resolve, ensuring expert coverage targets are maintainedBulk Scheduling Operations: Run Python scripts that generate bulk schedule upload files; review outputs for accuracy before submitting for async processing into the scheduling platformShrinkage Tracking: Track and reconcile operational shrinkage (time off, training, unplanned absences) against planned assumptions, flagging discrepancies for reviewReporting & Analytics Data Access Onboarding: Proactively navigate internal access request processes to gain appropriate permissions to relevant data lake tables; engage with data governance and platform teams as needed to move this forward with minimal hand-holdingData Environment Familiarization: Develop working knowledge of our data lake structure, table relationships, and available WFM-relevant datasets to support independent reporting workDashboard Development: Design and build dashboards that surface key scheduling and workforce metrics, including both ad hoc analyses for immediate operational needs and longer-term views intended for ongoing team useQuery Development: Write or generate SQL and related queries to extract, transform, and structure data for reporting purposes — direct coding experience is valued, and proficiency using LLMs to assist in query development is equally acceptablePerformance Monitoring: Maintain and iterate on reports and tracking tools that surface scheduling adherence, exception trends, coverage gaps, and other key WFM metricsIssue Documentation: Log recurring data gaps, access blockers, and reporting limitations to support ongoing data infrastructure conversationsSkills:Required QualificationsExperience: 1–3 years of hands-on experience in a workforce management, scheduling, operations analytics, or business intelligence roleWFM Fundamentals: Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service levelWFM Platform Familiarity: Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)Data & Reporting Skills: Demonstrated experience building dashboards or operational reports, with working knowledge of at least one BI or visualization tool (e.g., Tableau, Power BI, Looker, or similar)Query Proficiency: Ability to write SQL or equivalent queries to extract and structure data for reporting — candidates who rely primarily on LLM assistance to produce query code are considered, provided they can interpret, validate, and troubleshoot the outputData Environment Navigation: Comfortable working in or learning data lake environments; able to identify relevant tables, understand basic schema structure, and pursue access through appropriate channels independentlyMulti-Channel Monitoring: Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAsJudgment Within Guidelines: Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume — and knowing when to escalateTechnical Comfort: Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don't look right — writing scripts from scratch is not requiredAI Tool Proficiency: Moderate-to-strong proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to accelerate reporting, query development, and day-to-day analytical tasksAttention to Detail: Proven ability to validate data before bulk submission or dashboard publication, catching errors before they reach stakeholdersExcel Proficiency: Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)Communication: Clear and timely communicator, able to present data findings and flag operational issues to non-technical stakeholdersNice to HaveExperience with gig or flexible workforce scheduling modelsFamiliarity with data lake or cloud data platforms (e.g., Databricks, Snowflake, BigQuery, or similar)Exposure to contact center operations or BPO environmentsExperience with dbt, notebooks, or other data transformation tooling**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**