Real-Time Call Center Operations Analyst I

Capgemini; México; On-site; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Benefits package

Career development

Flexible work arrangements

Private health insurance

Pension plan

Meal tickets

Life insurance

Job summary

Capgemini seeks an Operations Analyst to support Workforce Management and real-time operations within a major US insurer's contact center. You will monitor call volume, agent adherence, and staffing to ensure the daily scheduling plan aligns with service level objectives.

The ideal candidate is analytical, detail-oriented, and comfortable making quick operational decisions. You will produce reporting, performance monitoring, and insights while collaborating with leaders and teams to optimize

Qualifications

• 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 and workforce adherence in a contact center.
• Familiarity with NICE IEX WFM systems preferred.

Responsibilities

• 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 elevate 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

Skills

Analytical

Detail oriented

Problem solving

Communication

Stakeholder management

Excel

Reporting

Data analysis

Tools

NICE IEX WFM

Cisco ACD

Job description

Capgemini seeks an Operations Analyst to support Workforce Management and real-time operations within a major US insurer's contact center. You will monitor call volume, agent adherence, and staffing to ensure the daily scheduling plan aligns with service level objectives.

The ideal candidate is analytical, detail-oriented, and comfortable making quick operational decisions. You will produce reporting, performance monitoring, and insights while collaborating with leaders and teams to optimize