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Mid-level, metro, generalist support-analytics role with a known employer and broad requirements.
Skills transferable across industries but contact-center and WFM context raises domain specificity.
Explicit 5+ years, domain experience, and mandatory BI/SQL tools increase filtering.
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Design and maintain dashboards, reports, and data infrastructure for real-time analytics supporting global support operations.
Lead workforce planning including forecasting, capacity modeling, scheduling, and headcount planning to meet operational objectives and SLA adherence.
Own support systems and tools (contact center applications), drive reporting automation, and lead operational transformation initiatives improving customer experience and operational efficiency.
5+ years of experience in business operations, analytics, reporting, or operational strategy.
4+ years supporting post-sales organizations like Technical Support, Customer Experience, or Service Operations.
Proficiency with BI tools such as Power BI and Tableau, plus advanced data analysis skills with Excel, SQL, or equivalent.
Experience with support technology stacks including CRM, ticketing systems, and Salesforce.
Data-fluent operator with strong background in support operations and workforce management, capable of delivering strategic insights through analytics.
Experienced in managing operational KPIs, dashboards, and collaborating with cross-functional teams including Support Leadership and IT.
Proven ability to lead operational transformations and business process improvements within global technical support or customer service organizations.