TBS Support Ops(Analyst) - (GM)

⚠️Only available for #residents of #Mexico⚠️

TBS Support Ops(Analyst)

Pay rate - $19

Location Mexico

-Candidates must be bilingual in Spanish & English

-Working hours are 11 AM to 8 PM EST with a 1-hour lunch break

Responsibilities:

· Analyzes available data to identify opportunities for same-day staff adjustments and the need to solicit extra hours and/or voluntary time off.

· Monitors several queues & performance data points across multiple channels & sites.

· Reviews intra-day performance reports and projects adjustments for unanticipated volume shifts and staffing adherence.

· Monitors & flags/communicates global agent adherence & performance at a queue, site, & team level.

· Responds to/handles requests from Operational leadership that will impact same-day coverage for any skill/queue.

· Collect and report global data from disparate systems, providing meaningful trend analysis and data-driven recommendations and insights

· Provides regular operational reporting to the management team

· Participates in meetings focused on reviewing forecasts, shrinkages, and scheduling (globally)

· Works closely with Workforce teams globally

· Participates in outage management when required.

· Performs reporting/data entry tasks as necessary.

· Communicates business health to leadership as needed

· Creates Support Ops business health reporting measurement framework and dashboards

· Delivers insights and reporting needs to Support Delivery team as necessary

· Maintains support tools to support the TBS support organization

· Works closely with our support and engineering teams to solve rider and operator issues

· Provides feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems

· Manage database of product bugs and report on progress mitigation cross-functionally

· Supports the Delivery team with deep dives and other insights related projects

· Acts as Impact & Response team point of contact to ensure delightful resolution for TBS riders

· Works cross-functionally to ensure operational consistency across all support lines of business.

· Professionally responds to internal feedback and inquiries

· Act on feedback to learn and grow

Experience:

· Commitment to excellence

· Minimum of 2 years contact center real-time management for multiple sites with multiple channels

· Previous experience with global operations preferred

· Experience using PowerBI, Tableau, or another data visualization tool

· Must have a general knowledge of support tooling systems (Zendesk, Twilio Flex, JIRA, Khoros)

· Experience with SQL

· Advanced Excel experience

· Undergraduate degree or equivalent experience required

· Must be self-motivated and driven

· Strong analytical and critical thinking skills

· Strong communication skills, both written and oral

· Strong interpersonal skills and relationship-building skills required; ability to resolve conflicts

· Ability to thrive in a startup environment

· Ability to write thorough, scalable, and clear documentation

· Ability to multi-task and meet short-term and high-intensity deadlines

· Self-sufficient, highly motivated with a desire to learn new technologies and industries

· Ability to thrive in a fast-paced work environment with consistency and reliability