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Operations Analyst I – Call Center
Location
Mexico
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Operations Analyst I – Call Center
Capgemini
• Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence • Manage execution of daily workforce schedules and identify staffing adjustments as business needs change • Communicate real-time operational updates and recommendations to leadership teams • Monitor performance metrics and notify leadership of operational risks, service level concerns, or staffing challenges • Support workforce management activities by tracking adherence, attendance, schedule compliance, and productivity metrics • Collect, maintain, and analyze operational data to support performance measurement and reporting • Assist in problem resolution and escalate operational issues when appropriate • Generate reports and provide business updates to support strategic and operational planning • Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation • Support continuous improvement efforts by identifying trends and recommending operational enhancements • Utilize workforce management and telephony systems to monitor performance and support business objectives • Maintain accurate records and ensure data integrity across reporting and workforce management tools
Job Requirements
- Experience in contact center operations, workforce management, scheduling, or operational analysis
- Experience in business analysis, operations support, or performance reporting preferred
- Experience monitoring service levels, call queues, and workforce adherence in a contact center environment
- Familiarity with NICE IEX Workforce Management (WFM) systems preferred
- Familiarity with Cisco ACD or similar contact center telephony platforms preferred
- Strong analytical and problem-solving skills
- Experience using Microsoft Office, particularly Excel, for reporting and data analysis
- Ability to interpret operational metrics and provide actionable recommendations
- Strong communication and stakeholder management skills
- Ability to work effectively in a fast-paced environment and manage multiple priorities
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
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