Support Operations Analyst IV

Kforce Inc.

San Diego, CA
3 days ago

$35–$45.74

Highlights

Responsibilities: Leverage existing tools to inform the business on the current state of issues impacting Customer Success, and the status (both current and trended) of key performance indicators for contact queues to a variety of stakeholders. Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements, etc.).

Numbers & Facts

Location	San Diego, CA
Industry	Financial Services
Salary	$35–$45.74
Company Size	1,000 to 1,499 employees
Year Founded	1962
Website	http://www.kforce.com/

Description

A client with Kforce is seeking a Support Operations Analyst IV to join their team onsite in San Diego, CA. This role is hybrid, 3 days a week in office. The duration of this role is an 18 month contract. Summary: Come join the client Customer Success Real-Time Operation Team. As a Support Operations Analyst IV, you will operate in a fast-paced Customer Success organization, analyze contact center service level performance, generate insights and recommendations, drive results, and communicate effectively with leaders and partners at multiple levels. Responsibilities:

Leverage existing tools to inform the business on the current state of issues impacting Customer Success, and the status (both current and trended) of key performance indicators for contact queues to a variety of stakeholders
Develop insights and ad-hoc analyses to understand root causes, develop forecasted outcomes, and meet business needs intraday
Lead cross-functional initiatives to optimize performance for the near term, short term, and medium-term time horizons
Effectively communicate and interact with Senior Leadership to create awareness on any relevant root causes and build confidence in intraday efforts to reach effective business solutions
Prioritize competing tasks, foster stakeholder buy-in, manage multiple projects, and communicate progress effectively

Requirements:

3-5 years of experience with Contact Center operations
Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)
Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements, etc.)
Experience with analytics to understand, manipulate and report data in an impactful way
Strong interpersonal skills and ability to work well in dynamic & matrix team environments
Ability to work independently and navigate ambiguity
Flexibility with work schedule to cover business hours is a must (Including weekends/holidays)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.

About Company

Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services. Our KNOWLEDGEforce® empowers top companies to achieve their digital transformation goals. We curate teams of technical experts who deliver solutions custom-tailored to each client’s needs. These scalable, flexible outcomes are shaped by deep market knowledge, thought leadership and our multi-industry expertise.

Our integrated approach is rooted in 60 years of proven success deploying highly skilled professionals on a temporary and direct-hire basis. Each year, approximately 18,000 talented experts work with the Fortune 500 and other leading companies. Together, we deliver Great Results Through Strategic Partnership and Knowledge Sharing®.