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FBS - Operations Analyst I (Call Center)

4 hours, 36 minutes ago
Mexico, Brazil
Full-time
Junior
Operations Analyst
Data Science and Analytics
Apply Now
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
5001+
Founded 1967
$93M raised
View All Jobs 2

Description

  • Monitor real-time call volume, queue activity, service levels, agent adherence, and staffing levels.
  • Execute daily workforce schedules and recommend staffing adjustments as business needs change.
  • Communicate operational updates, risks, and recommendations to leadership.
  • Track adherence, attendance, schedule compliance, productivity, and other performance metrics.
  • Collect, maintain, and analyze operational data for reporting and performance measurement.
  • Generate reports and business updates for operational and strategic planning.
  • Resolve or escalate operational issues as appropriate.
  • Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation.
  • Identify performance trends and recommend continuous operational improvements.
  • Use workforce management and telephony systems while maintaining accurate records and data integrity.

Requirements

  • Experience in contact center operations, workforce management, scheduling, or operational analysis.
  • Experience monitoring service levels, call queues, and workforce adherence in a contact center environment.
  • Experience in business analysis, operations support, or performance reporting (preferred).
  • Familiarity with NICE IEX Workforce Management 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 manage multiple priorities in a fast-paced environment.
  • Submit a CV in English.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package, including private health and dental insurance.
  • Pension plan and life insurance.
  • Flexible work arrangements.
  • Career development and training opportunities.
  • Meal tickets.
  • Dynamic and inclusive work culture within a global insurance group.

Interested in this position?

Apply directly on the company website

Apply Now

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