# FBS - Senior Operations Analyst (Call Center)

**Company**: Capgemini
**Work arrangement**: remote
**Experience**: senior
**Category**: Operations
**Industry**: Insurance
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/dnXLBYJojQ4Yx15Vm6gqSX/remote-fbs---senior-operations-analyst-(call-center)-in-mexico-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_376a251e-b42

## Description

We are seeking a highly analytical and operations-focused Senior Operations Analyst to support the day-to-day management of contact center performance. This role is responsible for overseeing real-time operations, monitoring call volume and agent adherence, and ensuring resources are allocated effectively to meet service level objectives.

The ideal candidate has a strong background in contact center operations, workforce management, and operational analytics. You will work closely with leadership and cross-functional teams to identify trends, manage operational risks, optimize performance, and recommend solutions that improve efficiency, customer experience, and business outcomes.

Responsibilities:

- 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 allocation of resources 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 to support staffing and service delivery decisions

- Coordinate and support 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

- Life Insurance

## Skills

### Required
- contact center operations
- workforce management
- operational analytics
- NICE IEX Workforce Management (WFM)
- Cisco ACD
- Microsoft Office
- data analysis
- performance metrics

### Nice to have
- business analysis
- operations analysis
- data mining
- operational reporting
- performance analysis

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/dnXLBYJojQ4Yx15Vm6gqSX/remote-fbs---senior-operations-analyst-(call-center)-in-mexico-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)