Operations Analyst I (Call Center)
New
C
CapgeminiInsurance
Mexico. BrazilFull-TimeEntry
Salary not disclosed
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Job Details
- Required Skills
- Microsoft ExcelStakeholder management
Requirements
- Have experience in contact center operations, workforce management, scheduling, or operational analysis.
- Bring experience in business analysis, operations support, or performance reporting; this is preferred.
- Have experience monitoring service levels, call queues, and workforce adherence in a contact center environment.
- Be familiar with NICE IEX Workforce Management (WFM) systems; this is preferred.
- Be familiar with Cisco ACD or similar contact center telephony platforms; this is preferred.
- Have strong analytical and problem-solving skills.
- Have experience using Microsoft Office, particularly Excel, for reporting and data analysis.
- Be able to interpret operational metrics and provide actionable recommendations.
- Have strong communication and stakeholder management skills.
- Be able to work effectively in a fast-paced environment and manage multiple priorities.
Responsibilities
- Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence.
- Manage daily workforce schedule execution and identify staffing adjustments as business needs change.
- Communicate real-time operational updates and recommendations to leadership teams.
- Monitor performance metrics and notify leadership of operational risks, service-level concerns, or staffing challenges.
- Track adherence, attendance, schedule compliance, and productivity metrics.
- Collect, maintain, and analyze operational data for performance measurement and reporting.
- Assist with problem resolution and escalate operational issues when appropriate.
- Generate reports and provide business updates for strategic and operational planning.
- Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation.
- Identify trends, recommend operational enhancements, and maintain accurate records and data integrity across reporting and workforce management tools.
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