WFM Analyst/Tech Support Lead

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.

About ESO

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 offices across North America, Europe and now Costa Rica

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don't match all the qualifications on the job description, we encourage you to apply anyway We are looking for passionate, innovative, and authentic people to help drive our mission.

All offers are contingent upon a successful background check.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.

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