FBS - Senior Operations Analyst (Call Center)

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