Operational Specialist

Talento HR; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Talento HR is seeking an experienced Call Centre Operations Analyst to support Workforce Management, MIS, and analytics in a multi-channel contact centre environment. The role requires strong analytical thinking and hands-on experience in contact centre operations.

Responsibilities include forecasting, capacity planning, scheduling, real-time monitoring, and producing executive dashboards. You will collaborate with Operations, Quality, and Training teams to drive improvements and automation

Qualifications

• Bachelor's degree in Business, Engineering, Statistics, Information Systems, or a related field.
• 3-5 years of experience in Contact Centre Operations, Workforce Management (WFM), MIS, or Analytics.
• Experience supporting multi-channel and/or multi-site contact centre operations.
• Strong understanding of contact centre metrics and workforce management principles.
• Hands-on experience with queue management, workflow automation, macros, and SLA management.

Responsibilities

• Manage forecasting, capacity planning, scheduling, real-time monitoring, and intraday management.
• Monitor and analyze adherence, occupancy, shrinkage, productivity, and forecast accuracy.
• Provide staffing recommendations and support workforce optimization.
• Develop and maintain MIS reports, dashboards, and executive scorecards.
• Perform root cause analysis and provide actionable insights to improve operational performance.
• Track and report key contact centre KPIs, including ASA, AHT, Adherence, Occupancy, CSAT, FCR, Productivity.
• Collaborate with Operations, Quality, and Training teams to improve customer experience and service delivery.
• Drive reporting automation while ensuring data accuracy and integrity.

Skills

Analytical mindset

Stakeholder management

Problem solving

Multichannel operations

Forecasting

Capacity planning

Adherence

Real-time monitoring

Education

Bachelor's degree

Tools

Excel

SQL

Power BI

Tableau

Job description

Direct hiring with our client.

We are looking for an experienced Call Centre Operations Analyst to support Workforce Management (WFM), MIS, and Analytics within a multi-channel contact centre environment. If you have a strong analytical mindset and hands-on experience in contact centre operations, we'd love to hear from you!

Key Responsibilities

• Manage forecasting, capacity planning, scheduling, real-time monitoring, and intraday management.


• Monitor and analyze adherence, occupancy, shrinkage, productivity, and forecast accuracy.


• Provide staffing recommendations and support workforce optimization.


• Develop and maintain MIS reports, dashboards, and executive scorecards.


• Perform root cause analysis and provide actionable insights to improve operational performance.


• Track and report key contact centre KPIs, including:


• ASA


• AHT


• Adherence


• Occupancy


• CSAT


• FCR


• Productivity


• Collaborate with Operations, Quality, and Training teams to improve customer experience and service delivery.


• Drive reporting automation while ensuring data accuracy and integrity.

Required Skills & Experience

• Bachelor's degree in Business, Engineering, Statistics, Information Systems, or a related field.


• 3-5 years of experience in Contact Centre Operations, Workforce Management (WFM), MIS, or Analytics.


• Experience supporting multi-channel and/or multi-site contact centre operations.


• Strong understanding of contact centre metrics and workforce management principles.


• Hands-on experience with queue management, workflow automation, macros, and SLA management.


• Advanced proficiency in Excel, SQL, and Power BI/Tableau.


• Experience with contact centre platforms such as Five9, Genesys Cloud, NICE CXone, or similar solutions.


• Excellent analytical, communication, stakeholder management, and problem-solving skills.