Support Operations Analyst III

RESPONSIBILITIES:
Kforce has a client in San Diego, CA that is seeking a Support Operations Analyst III. Weekend hours are required certain months out of the year. Generally during, but not limited to:
October, January - April. This is to meet the needs of our customers during extended tax season hours.

About the Team:
The Workforce Management (WFM) team plays a critical role in ensuring we have the right number of experts, with the right skills, at the right time to serve our customers. We are the backbone of our expert supply strategy, driving operational excellence through data-driven planning and execution. We work closely with finance, operations, product, and technology partners to maximize expert availability and efficiency while delivering an exceptional customer experience.

We are looking for a detail-oriented Workforce Analyst to join our Workforce Management team on a contract basis. In this role, you'll support the day-to-day execution of expert scheduling within a gig-economy-style workforce model - one that blends structured planning with real-time operational judgment.

Key Responsibilities:

* Exception Monitoring & Processing:
Monitor multiple inbound channels throughout the working day for scheduling exception requests;
Process each request accurately and within predefined thresholds and response time parameters, escalating edge cases as appropriate

* Threshold-Based Decision Making:
Apply established exception handling guidelines to evaluate and approve, deny, or escalate requests consistently across a steady volume of daily submissions

REQUIREMENTS:

* 2+ years of hands-on experience in a workforce management, scheduling, or operations role

* WFM Fundamentals:
Working knowledge of core WFM concepts including scheduling, exceptions, shrinkage, adherence, utilization, and service level

* WFM Platform Familiarity:
Experience working within at least one WFM platform (e.g., Genesys, NICE, Verint, Aspect, or similar)

* Multi-Channel Monitoring:
Demonstrated ability to manage and triage requests across multiple concurrent inbound channels without dropping items or missing SLAs

* Judgment Within Guidelines:
Comfortable applying predefined rules and thresholds to make consistent, repeatable decisions at volume - and knowing when to escalate

* Technical Comfort:
Ability to run Python scripts in an operational context, interpret their outputs, and identify when results don't look right - writing scripts from scratch is not required

* AI Tool Proficiency:
Moderate proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to support day-to-day tasks such as drafting communications, analyzing data, and building simple operational reports

* Attention to Detail:
Proven ability to validate data before bulk submission and catch errors that would otherwise impact agents or customers

* Spreadsheet Proficiency:
Comfortable working with spreadsheets for tracking, reconciliation, and light analysis (pivot tables, lookups, conditional formatting)

* Communication:
Clear and timely communicator, able to flag issues and explain scheduling decisions to non-technical stakeholders

Nice to Have:

* Experience with gig or flexible workforce scheduling models

* Basic SQL skills for querying scheduling or operational data

* Exposure to contact center operations or BPO environments

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The…