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