Support Operations Analyst (Hybrid - San Diego, CA)

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking a Support Operations Analyst on a contract basis to support our Customer's business needs. This role is hybrid (3 days onsite and 2 days remote) in San Diego, CA.

Responsibilities:

• Assist the staffing operations team in pivoting from current tools and process to a more robust long term solution for the business.
• Staff planning for all internal and vendor partner agents to ensure strategic goals are met through headcount management, scheduling, collaborative planning, and effective communication.
• Assist with standing up a new team and organizing data to scale.
• Actively engage with the workforce operations, planning, and data teams to track active headcount while also rebuilding the process muscle.
• Improve the overall quality of data sets, increase efficiency of the staffing progress, and reduce overall variance in the delivery of quality.
• Build a new staff tracking process from the ground up mostly with Google sheets
• Responsible for collecting and managing headcount data from internal and vendor partners
• Provide timely and appropriate communication regarding the current state of staffing, scheduling, training completion and attrition of frontline headcount
• Tie data streams together and creates focused views into staffing operations
• Work in conjunction with Customer Success Workforce to ensure that all required upskill trainings are pre-planned and approved prior to occurring
• Ensure expert schedules align to the interval, daily and weekly requirements
• Communicate and recommend action plans to close performance and staffing gaps
• Manage schedule adjustments for planned upskill training exceptions to maintain updated schedule adherence statistics
• Provide database support to contact center applications.

Skills and Qualifications:

• Bachelor's degree (B. A.) from 4-year College or university; or one (1) to two (2) years related experience and/or training; or equivalent experience
• Data Wrangling & SQL (SQL is not a hard requirement, if they have capacity planning experience) However, someone who understands how to join data tables, interpret existing code, and can generally improve the quality of staffing data is the goal
• Reporting & Modeling Qliksense, Tableau, or Google Data Studio proficiency is a huge plus
• Ability to model “what if” scenarios for staffing mobility
• Communication & Organization Skills Excel/Gsheets experience is a must have
• Being able to write complex formulas and organizing data is going to be critical in the next 6 months

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability