FBS - Operations Analyst I (Call Center)

6 hours, 55 minutes ago
Full-time
Mid Level
Customer and Technical Support
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised

Description

  • Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence.
  • Manage daily workforce schedules and identify staffing adjustments as business needs change.
  • Communicate real-time operational updates, risks, and recommendations to leadership teams.
  • Track adherence, attendance, schedule compliance, and productivity metrics.
  • Collect, maintain, and analyze operational data to support performance measurement and reporting.
  • Assist in problem resolution and escalate operational issues when appropriate.
  • Generate reports and provide business updates to support strategic and operational planning.
  • Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation.
  • Support continuous improvement efforts by identifying trends and recommending operational enhancements.
  • Use workforce management and telephony systems to monitor performance and maintain accurate records.

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 in a contact center environment.
  • Familiarity with NICE IEX Workforce Management (WFM) systems preferred.
  • Familiarity with Cisco ACD or similar contact center telephony platforms preferred.
  • Strong analytical and problem-solving skills.
  • Experience using Microsoft Office, particularly Excel, for reporting and data analysis.
  • Ability to interpret operational metrics and provide actionable recommendations.
  • Strong communication and stakeholder management skills.
  • Ability to work effectively in a fast-paced environment and manage multiple priorities.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package.
  • Career development and training opportunities.
  • Flexible work arrangements.
  • Dynamic and inclusive work culture within a globally renowned group.
  • Private health and dental insurance.
  • Pension plan.
  • Meals tickets.
  • Life insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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