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Operations Analyst I – Call Center

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteSeniorTeam 10,001+Since 1967H1B SponsorCompany SiteLinkedIn

Location

Mexico

Posted

4 days ago

Salary

0

Seniority

Senior

Bachelor DegreeEnglish

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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