Support Operations Associate

As a Support Operations Associate, you own workforce management forecasting and cost reporting for our Global Support Operations team, helping to drive business outcomes around cost and quality. This is a critical role that manages staffing delivery to meet critical service level agreement and spend targets, and interfaces with a number of stakeholders across Via to make strategic workforce recommendations. You will help optimize the performance and productivity of our vendors and the 350+ customer support agents that make our services exceptional.

What You'll Do:

• Own and execute on the monthly workforce management forecasting process in order to meet critical SLA targets, collaborating with stakeholders from Expansion, TaaS Ops, and other teams across Via
• Own and execute on the weekly cost allocation process, acting as a point of contact for Via GMs on their support spend and delivering detailed analyses around support cost models and trends over time
• Act as a main point of contact to Support Operations external vendors on workforce management and staffing
• Help shape new support models and queues, providing input from a staffing and cost perspective
• Deliver on strategic projects to improve vendor and agent performance, including agent-level reporting on staffing delivery, occupancy, and productivity metrics
• Innovate on new forecasting models and methodologies, working closely with our Data Science and Data Engineering teams

Who You Are:

• Excited about financial analysis; experience building and navigating financial models

• Empathy and ability to ‘put themselves in our agents’ shoes’
• Cross-functional collaboration and stakeholder management
• Ability to navigate ambiguity and self-start on projects with limited oversight

What Catches Our Eye:

• Statistics background 
• Experience with Tableau and SQL

Compensation and Benefits:

• Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
• Salary Range: $65,000 - $85,000 per year