Support Operations Analyst III

A client with Kforce is seeking a Support Operations Analyst III to join their team in Tucson, AZ. 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. Summary: The Workforce Management (WFM) team at the clients 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. The Opportunity: We are looking for a detail-oriented Support Operations Analyst III to join our Scheduling team on a contract basis. In this role, you will support the day-to-day execution of expert scheduling within a gig-economy-style workforce model - monitoring and processing inbound scheduling exception requests, applying manual corrections where automation falls short, and executing bulk scheduling operations through Python-generated upload files. Equally important, you will be expected to ramp quickly on our data environment: navigating the access request process, developing familiarity with our data lake structure, and building both ad hoc and recurring dashboards that give the team better visibility into scheduling and workforce operations. If you stay organized under volume, are comfortable working with data at a technical level, and can move from operational execution to analytical output within the same role, this is a strong fit.

• Experience: 1-3 years of hands-on experience in a workforce management, scheduling, operations analytics, or business intelligence 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)
• Data & Reporting Skills: Demonstrated experience building dashboards or operational reports, with working knowledge of at least one BI or visualization tool (e.g., Tableau, Power BI, Looker, or similar)
• Query Proficiency: Ability to write SQL or equivalent queries to extract and structure data for reporting - candidates who rely primarily on LLM assistance to produce query code are considered, provided they can interpret, validate, and troubleshoot the output
• Data Environment Navigation: Comfortable working in or learning data lake environments; able to identify relevant tables, understand basic schema structure, and pursue access through appropriate channels independently
• 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-to-strong proficiency using large language models (e.g., ChatGPT, Claude, Copilot) to accelerate reporting, query development, and day-to-day analytical tasks