FBS - Operations Analyst I (Call Center)

Capgemini; México; Hybrid; MXN 300,000 - 460,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Flexible work arrangements

Private Health Insurance

Pension Plan

Meals tickets

Job summary

Capgemini is seeking an Operations Analyst to support Workforce Management (WFM) and real-time operations within a contact center environment. You will monitor call volume, adherence, and staffing to ensure the daily scheduling plan aligns with service levels and business needs.

The ideal candidate is analytical, detail-oriented, and comfortable in a fast-paced setting where quick operational decisions are required.

Qualifications

• Experience in contact center operations, workforce management, scheduling, or operational analysis.
• Ability to monitor service levels, call queues, and adherence in a contact center.
• Familiarity with NICE IEX WFM systems and Cisco ACD or similar telephony platforms.
• Strong analytical and problem-solving skills; proficient in Excel for reporting.

Responsibilities

• Monitor real-time contact center performance including call volume, queue activity, service levels, and agent adherence.
• Manage execution of daily workforce schedules and adjust staffing as needed.
• Communicate real-time updates and recommendations to leadership.
• Identify operational risks and notify leadership of service level concerns or staffing challenges.
• Track adherence, attendance, schedule compliance, and productivity metrics for WFM.
• Collect, maintain, and analyze data to support performance measurement and reporting.
• Generate reports and provide updates to support planning and optimization.
• Collaborate with supervisors and WFM teams to optimize resource allocation.

Skills

Analytical thinking

Excel reporting

Stakeholder management

Strong communication

Tools

NICE IEX WFM

Cisco ACD

MS Office

Job description

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About The Role

We are seeking an Operations Analyst to support Workforce Management (WFM) and real-time operations within our contact center environment. This role is responsible for monitoring call volume, agent adherence, and staffing levels to ensure the daily scheduling plan is executed effectively and service level objectives are achieved.

The ideal candidate is analytical, detail-oriented, and comfortable working in a fast-paced environment where operational decisions must be made quickly. You will work closely with leaders, supervisors, and employees to support day-to-day contact center operations while providing reporting, performance monitoring, and operational insights.

What You'll Do

• 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

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

Please note: CVs must be submitted in English. Applications in other languages will not be considered.