Real-Time Call Center Ops & Analytics Lead

Capgemini; México; Presencial; MXN 1.204.000 - 1.633.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonuses

Health insurance

Pension plan

Meals tickets

Life insurance

Flexible work

Career development

Descripción de la vacante

Farmers is seeking a highly analytical Senior Operations Analyst to support real-time call center performance, resource allocation, and service level achievement. You will analyze trends, coordinate staffing, and partner with leadership to drive efficiency and customer satisfaction across the contact center.

A strong background in operations analytics and WFM is required. The role emphasizes data-driven decision making, cross-functional collaboration, and continuous improvement to optimize

Formación

• Experience in contact center operations, workforce management, operational analytics, or a related field.
• Overall business analysis, operations analysis, or data analysis experience preferred.
• Experience managing real-time operations, call queues, service levels, and workforce adherence in a contact center environment.
• Strong analytical and problem-solving skills with experience interpreting operational data and performance metrics.
• Experience with NICE IEX Workforce Management (WFM) systems.
• Familiarity with Cisco ACD and contact center telephony platforms.
• Strong Microsoft Office skills, particularly Excel for data analysis and reporting.
• Experience with data mining, operational reporting, and performance analysis.
• Ability to influence stakeholders and communicate recommendations effectively to leadership teams.
• Strong project coordination and organizational skills with the ability to manage multiple priorities simultaneously.

Responsabilidades

• Monitor and manage real-time contact center performance, including call volume, queue management, service levels, and agent adherence.
• Oversee daily operational activities to ensure efficient allocation of resources and achievement of performance targets.
• Analyze operational data to identify trends, risks, and opportunities for improvement.
• Partner with workforce management, operations leadership, and business stakeholders to support staffing and service delivery decisions.
• Coordinate and support operational projects, initiatives, and process improvements across the contact center environment.
• Conduct audits and reviews of operational processes, procedures, and business initiatives to evaluate effectiveness and efficiency.
• Develop reports, dashboards, and performance analyses to support operational decision-making.
• Investigate operational issues and recommend solutions to improve productivity, customer experience, and business performance.
• Assess the impact of business changes, new initiatives, and external factors on operational performance.
• Communicate operational insights, recommendations, and risks to leadership and key stakeholders.
• Support continuous improvement efforts by identifying process optimization opportunities and implementing best practices.
• Collaborate with cross-functional teams to ensure consistency and alignment across operational functions.

Conocimientos

Real-time operations

Workforce management

Operational analytics

Data analysis

Stakeholder influence

Herramientas

NICE IEX Workforce Management

Cisco ACD

Excel

Microsoft Office

Descripción del empleo

Farmers is seeking a highly analytical Senior Operations Analyst to support real-time call center performance, resource allocation, and service level achievement. You will analyze trends, coordinate staffing, and partner with leadership to drive efficiency and customer satisfaction across the contact center.

A strong background in operations analytics and WFM is required. The role emphasizes data-driven decision making, cross-functional collaboration, and continuous improvement to optimize