Support Operations Analyst

? Provide regular ‘health of the business’ updates to senior stakeholders such as Head of Customer
Success, and the International CS Director, including prep and lead the weekly (CA/LATAM) CS
business review

? Attend internal and external WBRs, MBRs and QBRs to get deep insights into the performance of
our outsourced BPO sites, where things are working well, opportunities for improvement etc.
? Initiate data driven analysis into the root cause of drops in performance
? Oversee the development of robust action plans to bring performance back on track,
and work with the internal stakeholders to execute on the plans, ensuring a high degree
of accountability is in place

? Lead escalations to senior management when performance is at risk of going off track,
and use judgement to identify when to pull escalation triggers

? Analyse current state customer experiences, validate root causes through associated quant and
qual data points, and deliver data backed insights and recommendations that drive action and
improvement

? Design business continuity plans for outsourced support and services, including clearly
documented processes to address service disruption and thresholds to exercise defcon levers

? Partner with CX, Commercial and Programme Management teams within CS to operationalise
experiments and change/improvement initiatives to existing human assisted experiences,
including delivering the required technical and process changes

? Conduct regular in-person focus groups with frontline outsource teams, in addition to remote call
listening, to understand experience opportunities with our products, processes and tools.
Engage with local and centralised Customer Success stakeholders (CX Design, Biz Ops etc.) to
initiate action planning to address pain points in the customer experiences

? Partner with our centralised capacity planning and forecasting team to ensure accurate
forecasting for existing and new offerings, and sign off the lock of outsourced capacity needs

? Manage the budget for outsourced support and services, ensuring all business-as-usual activities
and experiments are delivered within budget

? Forecast budget implications of any new services or experiments. Model the cost and ROI of
various staffing and channel mixes to inform decision making
? Create business cases to transition experiments into full production, and present to senior
leadership for sign off
? Perform industry and competitor benchmarking of contact centre operations to identify industry
best practices and innovations

? Experience in driving revenue growth outcomes via reactive support interactions is desirable
 
ABOUT YOU
? You are passionate about delivering world class support and service experiences to delight our
customers
? You have a deep understanding of contact centre operations and drivers of performance
? You are highly data driven, analytical and detail oriented
? You have significant experience forecasting and managing multi-million dollar budgets
? You excel at storytelling through numbers, and a confident written and verbal communicator
? You have strong executive presence, and can engage in debate with senior leaders about
proposed actions to manage performance
? You are proactive and approach problems with a can-do attitude
? You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a
fast-paced environment
? You are willing to get involved in projects, including data analytics and call quality management
? You are inquisitive and curious, and keen to stay updated on trends and methodologies in the
customer success industry
? You proactively build strong relationships with your peers globally, and with cross-functional
stakeholders across the business