Strategic Global Operations Specialist

8 hours ago


Province of Palawan, Mimaropa, Philippines beBeeAnalytical Full time $18,000
Global Support Operations Lead

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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