
Strategic Global Operations Specialist
8 hours ago
This role involves overseeing global support operations, requiring a highly analytical and strategic individual with experience in workforce management, forecasting, and scheduling in 24/7 environments.
Key Responsibilities
- Collaborate with the Manager of Support to drive operational reviews, planning cycles, and process improvement initiatives.
- Develop dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones.
- Lead volume forecasting using historical data, seasonality, and projected business growth.
- Monitor real-time performance and adjust staffing or priorities to maintain service level agreements.
- Own and improve regular reporting on CSAT, ticket trends, agent performance, backlog, and efficiency metrics.
Requirements
- 5+ years of experience in Support Operations, Workforce Management, or Customer Experience roles.
- Proven experience with workforce planning, scheduling, and forecasting in a 24/7 global support environment.
- Strong command of Zendesk reporting tools (Explore, custom dashboards, APIs).
- High proficiency in Excel/Google Sheets, SQL (a plus), and BI tools like Looker or Tableau.
- Excellent analytical, communication, and stakeholder management skills.
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