About the Role
The Workforce Management Analyst/Tech Support Lead will be responsible for leading and optimizing customer support operations through effective workforce management strategies as well as traditional team management. This hybrid role combines analytical expertise with leadership capabilities to ensure efficient staffing, scheduling, and performance monitoring across support channels all the while leading a team of Technical Support Analysts. The ideal candidate will have a strong background in workforce management tools, customer support operations, and team leadership.
Responsibilities
- Design, develop, and implement workforce management tools to improve scheduling, forecasting, and real-time support operations.
- Lead, inspire, and mentor the customer support team, fostering a collaborative and results-driven environment.
- Monitor and manage support queues (calls, emails, chats) to meet key performance indicators (KPIs).
- Provide data-driven insights and recommendations on staffing strategies to support business growth and customer satisfaction.
- Analyze historical call volume and performance data to forecast staffing needs and optimize resource allocation.
- Collaborate with IT, product, and operations teams to enhance customer portal and AI-driven support capabilities.
- Develop and maintain knowledgebase articles to improve team effectiveness.
- Coordinate resolution of technical issues and escalate as needed following established guidelines.
- Report on customer service metrics and identify trends impacting performance.
- Lead change management initiatives related to workforce management processes and tools.
- Provide backup support for after-hours on-call technical support when necessary.
Qualifications
- Bachelor’s degree in Business Administration, Management, Information Technology, or a related field.
- Minimum of 5 years of experience in workforce management and customer support operations.
- 1 - 3 years experience in a leadership role managing customer support teams.
- Proficiency in workforce management software, data analysis, and reporting tools.
- Experience with AI-driven customer support solutions and SaaS platforms is a plus.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills for conveying technical information to diverse audiences.
- Knowledge of network services, Microsoft Windows platforms, and troubleshooting techniques.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Passion for delivering exceptional customer experiences and driving continuous improvement.
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Top Skills
What We Do
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our four US offices and our Belfast, Northern Ireland office.
We believe in the power of data to improve community health and safety. That’s not just some lofty corporate vision statement — it’s something we live, breathe and see the results of every day. We approach our work as if the lives of our own families and friends depended on the results. Because a lot of the time … they do.
Why Work With Us
We believe in taking great care of our customers and our employees. We believe work ought to be both challenging and fun. (Otherwise what’s the point?) We believe it’s worthwhile to continually push for something better, to pursue excellence for the sake of excellence, and to hold each other to the same standard.
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