About the Role

The Support Operations Analyst plays a key role in enabling consistent, high-quality global support delivery and enablement at MRI Software. This position focuses on workforce management, quality monitoring, incident support, and operational process management and documentation. The role partners with global Client Support teams to analyze performance, improve processes, and ensure alignment across support delivery channels.

This role is well-suited for someone who is analytical, process-oriented, and comfortable working in a global, fast-paced support environment.

What You Will Do

Workforce Management & Performance

• Support workforce management tools, including Amazon Connect Workforce Management (WFM)
• Monitor service levels, utilization, and productivity trends, identifying risks and improvement opportunities
• Provide regular performance insights and operational analysis to support lead...