Workforce & Queue Management Analyst, Customer Support - Trust & Safety

t

• You will manage customer support lines of business across in-house and BPO operations in real-time, and manage metrics including (but not restricted to) latency, productivity, incoming volume, etc.;
• You will review and enhance support platform capabilities, workflow, and scheduling limitations to identify if support services/channels are optimised in the current system;
• You will develop and enhance spreadsheets and databases' functionality like usage of forms, templates, and logic functions;
• You perform service outage and crisis management (Facilitating communications between operations, customer service platform & RD teams);
• You manage daily, weekly, and monthly plan objectives.

Workforce Management

• Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed.
• You are the bridge between operations & customer service platform teams, providing real-time support to the site operations leads, assisting the team in managing daily and monthly staffing requirements;
• You will gather and document reporting requirements, creating regular and customized reports;
• You will produce & deliver timely ad hoc and standard operational reports on a daily, weekly & monthly basis (billing, SLA, KPI & other Ad Hoc reports)

Qualifications

Minimum Qualifications

• You have previous experience in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
• You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
• You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
• You are extremely proficient in Microsoft Office applications such as Excel, Outlook, Word, and Powerpoint, or other applications required for data entry or report/schedule production.
• Proven experience in workforce and/or support service management in a multi-channel & multi-site tech company
• You're passionate about supporting the user and creator community;

Preferred Qualifications

• Proficiency with data analytics tools (e.g., SQL, Power BI, Tableau).
• Programming or System configuration experience a plus;