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Senior Operations Analyst – Call Center
Location
Mexico
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Senior Operations Analyst – Call Center
Capgemini
• 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
Job 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
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• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Train and onboard new CSRs • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned
• Answer and track incoming calls • Prepare and submit accurate, detailed reports in government systems • Train and onboard new CSRs • Conduct database and open-source research • Route and escalate calls appropriately • Other duties, as assigned
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