Helpdesk Customer Support - Workforce Analyst

Qualifications:

Education

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Equivalent combination of relevant work experience and education will be considered for candidates with demonstrated WFM or BPO operations expertise.

Experience

• With or without professional experience in customer support, technical support, workforce management, or a related operations role.
• Experience within a BPO, digital advertising, or online marketing environment is strongly preferred.
• Having prior experience in workforce management, scheduling, real-time monitoring, or operational analytics will give you a significant edge.
• We highly value experience in managing or supporting teams that deal with billing, payment processing, or compliance-related customer inquiries.

Knowledge & Technical Skills:

• Digital Advertising Knowledge: Working knowledge of digital advertising concepts: campaign types, ad formats, billing structures, advertiser lifecycle, targeting options, and common support query categories.
• Workforce Management & Scheduling: Basic to working knowledge of workforce management principles: forecasting methodologies, capacity planning, shift scheduling, real-time monitoring, and service level management.
• CRM & Ticketing Systems: Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, Freshdesk, or equivalent — with the ability to navigate queue views, extract performance data, and support workflow monitoring.
• Data & Communication Skills: Proficient in Microsoft Excel or Google Sheets for building staffing models, tracking schedules, managing data, and producing operational reports.

Roles & Responsibilities:

1. Real-Time Queue & Agent Activity Monitoring

• Monitor live inbound contact queues — including chat, email, phone, and ticket channels — in real time to ensure adequate coverage, balanced workload distribution, and adherence to service level targets throughout each operating shift.

2. Workforce Forecasting & Capacity Planning

• Develop short-term and medium-term contact volume forecasts using historical data, digital advertising calendar events (campaign launches, billing cycles, policy updates), and seasonality patterns to project staffing requirements at interval, daily, weekly, and monthly levels.

3. Agent Scheduling & Shift Management

• Build, publish, and maintain agent schedules across all BPO support teams, ensuring shift assignments optimize coverage against forecasted contact volume while meeting contractual SLA requirements and agent preference policies.

4. Service Level Analysis & Performance Reporting

• Produce daily, weekly, and monthly operational performance reports covering service level achievement, queue health metrics, agent utilization rates, occupancy, shrinkage, and AHT trends across all support channels.

5. Digital Advertising Operations Support

• Apply a working knowledge of digital advertising concepts — including ad campaign lifecycles, billing cycles, policy enforcement timelines, and platform update schedules — to anticipate their impact on inbound contact volume and adjust workforce plans proactively.