Operations Analyst I (Call Center)
New
C
CapgeminiInsurance
Mexico. BrazilFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Data AnalysisMicrosoft ExcelStakeholder management
Requirements
- Experience in contact center operations, workforce management, scheduling, or operational analysis
- Experience in business analysis, operations support, or performance reporting preferred
- Experience monitoring service levels, call queues, and workforce adherence
- Familiarity with NICE IEX Workforce Management (WFM) systems
- Familiarity with Cisco ACD or similar contact center telephony platforms
- Strong analytical and problem-solving skills
- Proficiency in Microsoft Office, particularly Excel
- Ability to interpret operational metrics and provide actionable recommendations
- Strong communication and stakeholder management skills
- Ability to work effectively in a fast-paced environment
Responsibilities
- Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence
- Manage execution of daily workforce schedules and identify staffing adjustments
- Communicate real-time operational updates and recommendations to leadership
- Monitor performance metrics and notify leadership of operational risks or staffing challenges
- Track adherence, attendance, schedule compliance, and productivity metrics
- Analyze operational data to support performance measurement and reporting
- Assist in problem resolution and escalate operational issues
- Generate reports and provide business updates to support strategic planning
- Collaborate with teams to optimize resource allocation
- Identify trends and recommend operational enhancements
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