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Senior Operations Analyst
Location
United States
Posted
4 days ago
Salary
0
Seniority
Senior
No structured requirement data.
Job Description
Senior Operations Analyst
Capgemini
Role 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. This position requires strong analytical skills, the ability to make data-driven decisions in a fast-paced environment, and experience balancing operational priorities while maintaining service levels. What You’ll Do - 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 Qualifications - 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 Please note: CVs must be submitted in English. Applications in other languages will not be considered.
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Virtual Assistant Operations
LovelifepassportDie #1 Bewegung für Menschen, die Ausbrechen und Ankommen wollen!
Role Description Wir suchen eine Virtuelle Assistenz (Operations), die digitale Tools, interne Zugänge und operative Abläufe zuverlässig verwaltet. In dieser Position sorgst du dafür, dass Systeme sauber gepflegt sind, Mitarbeitende bei Tool Fragen Unterstützung bekommen und wichtige Informationen aktuell dokumentiert bleiben. Du bist bei uns richtig, wenn du sorgfältig arbeitest, technische Themen sicher einordnest und auch bei vielen parallelen Anforderungen den Überblick behältst. DEINE MISSION BEI UNS: - Du übernimmst das Usermanagement in unseren internen Tools und sorgst dafür, dass Zugänge, Rollen und Freigaben korrekt angelegt, gepflegt oder angepasst werden. - Du bist erste Ansprechperson bei internen Tool Fragen, Login Problemen oder Zugriffsproblemen und klärst diese eigenständig oder mit dem jeweiligen Tool Support. - Du unterstützt bei der Überwachung bestehender Automationsflows in Tools wie Make, Zapier oder n8n und erkennst Fehler, Auffälligkeiten oder Optimierungspotenziale frühzeitig. - Du pflegst interne Tool Übersichten, damit genutzte Systeme, Zuständigkeiten, Zugänge und Kosten jederzeit nachvollziehbar bleiben. - Du erstellst und aktualisierst SOPs, Checklisten, Guidelines sowie Schritt für Schritt Anleitungen für das Ops Handbuch. - Du unterstützt bei der technischen Umsetzung des Onboardings für neue Teammitglieder, damit Zugänge, Tools und interne Abläufe von Beginn an sauber eingerichtet sind. - Du leitest komplexe, technische oder sensible Themen strukturiert an die richtige interne Ansprechperson weiter und sorgst dafür, dass offene Punkte zuverlässig nachgehalten werden. Qualifications - Du hast Erfahrung in Operations, virtueller Assistenz, Tool Administration oder internem Support. - Du bist sicher im Umgang mit digitalen Tools wie Asana, Airtable, CRM Systemen oder Support Tools. - Du bringst technisches Grundverständnis mit und kannst dich schnell in neue Tools, Automationen und digitale Abläufe einarbeiten. - Du arbeitest sehr strukturiert, detailgenau und zuverlässig, besonders bei Zugängen, Daten, Freigaben und Dokumentationen. - Du kannst interne Anfragen klar einordnen, priorisieren und lösungsorientiert bearbeiten. - Wir setzen mindestens Deutschkenntnisse auf C1-Niveau voraus. Benefits - Work from anywhere | Wir sind ein globales Remote-Team, das Freiheit lebt und Ergebnisse liefert. - Individuelle Wachstumspläne | Bei uns bekommst du keinen Job, sondern eine Karriere, die dich challengt. - High-Performance durch OKRs & KPIs | Du misst dich an klaren Zielen, nicht an Anwesenheit. - Unlimited Vacation Policy | Volle Freiheit, solange du deine Ergebnisse bringst. - ☀ Exklusive Team Retreats | Wir bringen das Remote-Team regelmäßig an inspirierenden Orte zusammen. - ⚡ Workshops & Sparring auf Top-Level | Direkten Zugang zu Gründern mit 35 Mio. € Track Record. - Radikales Teamgefühl | Wir feiern Erfolge, challengen uns gegenseitig und wachsen gemeinsam. - Ownership statt Hierarchie | Deine Ideen zählen mehr als dein Titel. - Expert Access | Regelmäßige Sessions mit internationalen Expert:innen zu Themen wie Business, Reisen & Leben im Ausland – Wachstum geht nämlich über die Arbeit hinaus. Company Description Wir sind hier, um Menschen echte Freiheit zu ermöglichen – im Business und im Leben. Starre Strukturen? Gibt es bei uns selten. Wir stehen für Wachstum, Verantwortung und Exzellenz. Als 100% Remote-Team leben wir diese Werte selbst: Jeder übernimmt Ownership und arbeitet in seiner Zone of Genius. Genau das geben wir weiter – klare Strategien, Werkzeuge und Systeme, mit denen Menschen ihre Ziele erreichen und ihr Leben selbstbestimmt gestalten.
VP Commercial Operations
TalentgratorAn international company operating in the iGaming industry, focused on building scalable operational processes and supporting business growth across multiple markets. The company works with high-volume financial flows, payment infrastructure, and partner operations, ensuring stability, security, and efficiency across all internal processes. With a strong focus on risk control, fraud prevention, and operational optimization, the team continuously improves internal systems and business processes.
Role Description В связи с дальнейшим развитием одного из продуктов группы, SaaS-платформы для операторов, мы ищем VP Commercial Operations, который поможет масштабировать коммерческое направление, повысить эффективность подразделений Sales, Account Management и Partnerships, а также обеспечит достижение стратегических целей бизнеса. Позиция предполагает тесное взаимодействие с руководством проекта и прямое влияние на его коммерческие результаты и дальнейший рост. - Координировать работу руководителей направлений Sales, Account Management и Partnerships. - Контролировать выполнение коммерческих планов и достижение ключевых показателей эффективности подразделений. - Формировать и развивать систему коммерческой отчетности, прогнозирования и контроля результатов. - Анализировать эффективность процессов продаж, клиентского сопровождения и партнерских программ, инициировать улучшения. - Обеспечивать эффективное взаимодействие между коммерческими подразделениями и другими функциями компании. - Выявлять возможности для повышения производительности команд и масштабирования существующих процессов. - Контролировать реализацию кросс-функциональных инициатив, влияющих на рост бизнеса и качество клиентского сервиса. - Поддерживать внедрение лучших практик управления, планирования и операционной эффективности. - Выявлять и минимизировать операционные риски внутри коммерческого блока. - Поддерживать развитие руководителей подразделений и способствовать формированию культуры ответственности за результат. Qualifications - Не менее 5 лет опыта на руководящих позициях в сфере Commercial Operations, Business Operations, Revenue Operations, Sales Operations или аналогичных направлениях. - Обязательный опыт работы в iGaming-индустрии. - Опыт работы с SaaS-продуктами или платформенными решениями. - Опыт управления несколькими коммерческими функциями одновременно. - Практический опыт построения и оптимизации бизнес-процессов в коммерческих подразделениях. - Понимание процессов B2B-продаж, управления клиентскими отношениями и партнерскими программами. - Опыт работы с международными рынками и распределенными командами. - Сильные лидерские качества и опыт управления руководителями подразделений. - Уверенные навыки работы с KPI, аналитикой, прогнозированием и управленческой отчетностью. - Стратегическое мышление и способность принимать решения на основе данных. - Английский язык не ниже уровня B2. Benefits - Конкурентное вознаграждение и систему бонусов. - Возможность напрямую влиять на коммерческие результаты и развитие бизнеса. - Работу в международной компании с амбициозными планами роста. - Высокий уровень самостоятельности и участия в принятии управленческих решений. - Тесное взаимодействие с собственниками бизнеса. - Возможности профессионального и карьерного роста внутри международного бизнеса. - Команду профессионалов, ориентированных на результат, развитие и долгосрочный успех компании.
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Porsche Cars GB LtdPorsche Cars GB (PCGB) is the official importer and distributor of Porsche vehicles in the United Kingdom. It is responsible for overseeing the sales, marketing, and service of Porsche cars in the UK, as well as managing a network of authorised Porsche Centres across the country.
Role Description As a Regional Sales Manager you will lead and optimise Porsche Centres (PCs) sales performance within a region by developing and executing strategic business plans. Support and challenge Centres to improve results, focusing on high standards and Customer Satisfaction Index. Deliver short, mid, and long-term sales targets for PCGB, acting as a sales consultant using structured improvement tools, while ensuring compliance with commercial and operational guidelines. Collaborate closely with Sales Managers and Centre Principals, escalating issues where performance gaps persist. This role is most likely covering the North and East of England. - Manage, influence, and develop Sales Departments across regional Porsche Centres, using feedback, coaching, and consultation to close performance gaps. - Conduct regular, structured reviews of each Centre’s sales business plan against agreed objectives. - Apply strategic thinking to anticipate market changes, drive improvements, and implement necessary changes across PCs. - Develop and maintain annual (or as required) Sales business plans for each Centre, covering objectives, financials, development activities, and training. - Drive commercial growth by encouraging entrepreneurial thinking, market analysis, and local sales and marketing initiatives. - Oversee and manage new vehicle allocations to support Centre planning and budgeting. - Produce, distribute, and maintain detailed visit reports, ensuring accurate records on the Porsche Cars GB database. - Provide timely and accurate sales performance data to Porsche Cars GB in both formal and ad hoc formats. - Communicate and embed Porsche and Porsche Cars GB sales strategies and policies, including delivering regular staff briefings. - Support customer communications and develop local marketing campaigns, including FCA-regulated product messaging. - Collaborate cross-functionally and act as a key user of sales operations systems to support wider business activities. - Ensure compliance with sales standards, corporate governance, FCA regulations, and support staff development, recruitment, and training implementation. Qualifications - Automotive background - Extensive experience working in Sales or Aftersales departments - Knowledge of Sales & Vehicle Planning Systems - Problem Solving Skills Requirements - Experience with PAG Germany or other national Porsche/ VW Group subsidiaries (Desirable) - Bachelor degree in Business Administration or an MBA (Desirable) Benefits - Competitive salary with an annual bonus - Porsche ECOS or company car - Access to the VW sister loan car scheme - Private medical insurance - 27 days of annual leave - Other attractive benefits Company Description Porsche Cars GB (PCGB) is the official importer and distributor of Porsche vehicles in the United Kingdom. It is responsible for overseeing the sales, marketing, and service of Porsche cars in the UK, as well as managing a network of authorised Porsche Centres across the country.


