workforce management and systems analyst - customer support
CRED
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Bengaluru, Karnataka, India
what will you do:
- build and govern workforce plans by partnering with our contact-centre teams on volume forecasts, staffing models, and performance rhythms
- run operational governance for partner centres — reporting, invoicing inputs, scorecards, and weekly/monthly business reviews
- own dashboards for customer support performance; automate reporting across SLAs, queues, productivity, and ticket trends using SQL, Python, Tableau, and excel
- work with data engineering and process excellence to streamline data flows, improve automation, and ensure accuracy and consistency of all CS reports
- provide fast, data-backed insights to help leadership make decisions and improve service efficiency
- manage system access across CRM, telephony, and workflow tools — onboarding/offboarding, permissions, and compliance
- coordinate with tech and security teams to maintain governance across all CS systems and tools
- oversee API setups, authorizations, and integrations with third-party platforms to keep customer support operations running smoothly
you should apply if you have:
- strong hands-on proficiency in SQL, python, and tableau
- 3–6 years of experience in customer support or service operations, focusing on reporting, analytics, or systems
- deep understanding of support workflows — SLAs, queues, volume trends, productivity, and ticket lifecycles
- experience with Genesys Cloud and Genesys APIs
- knowledge of identity and access management frameworks
- ability to work closely with data, tech, and partner teams
- experience with tools like Airflow or Retool is a plus, not a blocker
This job is no longer accepting applications
See open jobs at CRED.See open jobs similar to "workforce management and systems analyst - customer support" General Catalyst.