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FBS - Senior Operations Analyst (Call Center)

9 hours, 36 minutes ago
Mexico, Brazil
Full-time
Senior
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
100K+
Founded 1967
$93M raised
View All Jobs 34

Description

  • Monitor and manage real-time contact center performance, including call volume, queue management, service levels, and agent adherence.
  • Oversee daily operational activities to ensure efficient resource allocation and achievement of performance targets.
  • Analyze operational data to identify trends, risks, and opportunities for improvement.
  • Partner with workforce management, operations leadership, and business stakeholders on staffing and service delivery decisions.
  • Coordinate operational projects, initiatives, and process improvements across the contact center environment.
  • Conduct audits and reviews of operational processes, procedures, and business initiatives to evaluate effectiveness and efficiency.
  • Develop reports, dashboards, and performance analyses to support operational decision-making.
  • Investigate operational issues and recommend solutions to improve productivity, customer experience, and business performance.
  • Assess the impact of business changes, new initiatives, and external factors on operational performance.
  • Communicate operational insights, recommendations, and risks to leadership and key stakeholders.
  • Support continuous improvement efforts by identifying process optimization opportunities and implementing best practices.
  • Collaborate with cross-functional teams to ensure consistency and alignment across operational functions.

Requirements

  • Experience in contact center operations, workforce management, operational analytics, or a related field.
  • Overall business analysis, operations analysis, or data analysis experience preferred.
  • Experience managing real-time operations, call queues, service levels, and workforce adherence in a contact center environment.
  • Strong analytical and problem-solving skills with experience interpreting operational data and performance metrics.
  • Experience with NICE IEX Workforce Management (WFM) systems.
  • Familiarity with Cisco ACD and contact center telephony platforms.
  • Strong Microsoft Office skills, particularly Excel for data analysis and reporting.
  • Experience with data mining, operational reporting, and performance analysis.
  • Ability to influence stakeholders and communicate recommendations effectively to leadership teams.
  • Strong project coordination and organizational skills with the ability to manage multiple priorities simultaneously.

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 and life insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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