Work Location & Schedule
Work Location: Sky tech, Financial District, Hyderabad, India
Work Schedule:
- This role supports customers and stakeholders primarily during U.S. business hours.
- Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time.
- Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.
Job Summary:
The Support Operations, Associate is responsible for Real Time Analysis (RTA) and Intraday Monitoring (IDM) of the support queues, and adherence to schedules, in order to identify any gaps that could affect customer response times. Associates are responsible to recommending changes to intraday schedules, if appropriate, to ensure forecast response times to customers remain unaffected. Associates may also have responsibilities for monitoring email and automated queues for requests from internal or external customers when manual oversight is required and navigating these requests to the right teams in a timely manner. Additionally, the associates may also have responsibilities in executing critical staffing plans, procedures, and communicate with Support Leadership on situations and issues that may affect schedule coverage.
In general, Support Operations is responsible for workforce management (WFM) and other support-wide initiatives. Workforce management focuses on assigning the right employees with the right skills to the right job at the right time. WFM functions include scheduling the proper number of staff in place (staff ratio/levels) for each frontline hour to maximize service and minimize cost, evaluating both volume growth and staff utilization to guide efficiency improvements. Customer Support Operations has accountability over staffing modeling, forecasting, holiday management, and after-hours management.
The Associate has responsibilities to:
Real-time monitor adherence to schedules and communicate with TLs when trends or one-off coaching opportunities for agents are observed
Real-time monitor Incoming volume from all channels and evaluate the volume compared to associated planned interval volume.
Evaluate of any resource constraints that impact customer response times and propose solutions for team leads and managers
Handle call-outs & other intraday schedule adjustment needs and approve schedule adherence exceptions
Monitor incoming Customer Support requests for schedule adjustments, questions or incoming ticket escalation requests from other departments and ensuring timely escalation to a Customer Support team lead or manager
In general, Support Operations has the overall accountabilities and responsibilities to:
Forecast volume based on historic trends to predict future volume/staffing timing, with industry-standard WFM techniques
Evaluate data and adjusts WFM to seasonal spikes and leverage proactive support to reduce potential impact
Maintain oversight for personnel movement, including hiring/retention/attrition trends and obstacles, that might impact accuracy and availability to serve incoming volume
Evaluate occupancy, idle time, and other WFM metrics to maximize both efficiency of FTEs and training opportunities
Evaluate overall trends of long handle times and works to improve through better training, process/procedures
Provide overall program management of cost-per-case and average-calls-per-customer, filing and shepherding non-functional requirements on behalf of support
Evaluate seasonal spikes and manages programs to respond proactively to customer needs and communicating these trends to Service Delivery leadership
Education and Experience
Detail oriented with examples of performing work that required a high level of accuracy
Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results
Demonstrated ability to be diplomatic, and tactful in dealing with diverse people
Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving
Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance
Excellent Communication and interpersonal skills.
Experience performing 1 year Workforce Management Real Time Analysis (RTA) preferred
Associate or Bachelor’s degree or previous technical troubleshooting experience preferred
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
Skills Required
- High attention to detail and demonstrated accuracy in work
- Ability to anticipate obstacles and take timely corrective action
- Diplomatic and tactful communication with diverse people
- Ability to ask critical questions and gather information for problem solving
- Ability to remain calm in tense situations and provide direction or guidance
- Excellent communication and interpersonal skills
- One year of Workforce Management Real-Time Analysis experience
- Associate or bachelor's degree
- Previous technical troubleshooting experience
Blackbaud Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blackbaud and has not been reviewed or approved by Blackbaud.
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Leave & Time Off Breadth — Paid time off, paid holidays, and “wellbeing days” are emphasized, and feedback suggests PTO is a consistent strength. Remote/hybrid flexibility further supports time-away needs.
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Wellbeing & Lifestyle Benefits — Wellbeing programs, health coaching, and flexibility (including remote/hybrid schedules) are highlighted as part of a holistic support approach. Tuition reimbursement, wellness recognition, and home-office support add everyday value.
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Inclusive Benefits Coverage — Benefits extend to mental health support, fertility options, and travel support for abortion care, with parental leave also included. These offerings signal attention to diverse needs across life stages.
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What We Do
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