✨ About The Role
- The Support Operations Manager will be responsible for managing staffing models, forecasting, and scheduling for customer support teams.
- This role involves ensuring that service level agreements (SLAs) are met while maximizing team productivity.
- The candidate will analyze historical data and trends to accurately forecast inbound ticket volumes.
- Creating and managing reporting dashboards to track key performance indicators (KPIs) is a significant part of the job.
- Collaboration with various teams, including support operations, leadership, and external partners, is essential for optimal workforce planning.
âš¡ Requirements
- The ideal candidate has experience in workforce management, particularly in forecasting and capacity planning for globally distributed teams.
- A strong background in implementing and managing workforce management platforms is essential for success in this role.
- Proficiency in statistical analysis and data modeling techniques is crucial for driving data-informed decision-making.
- The candidate should be skilled in using data visualization tools and Excel/Google Sheets to present complex data insights effectively.
- Adaptability and the ability to thrive in fast-paced environments are key traits for this position.