Real-Time WFM Analyst - Contact Center

Capgemini; Tlalnepantla; Presencial; MXN 167.000 - 290.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Performance bonuses

Career development and training

Flexible work arrangements

Global group culture

Private health and dental insurance

Pension plan

Meals tickets

Life Insurance

Descripción de la vacante

Capgemini seeks an Operations Analyst to support Workforce Management and real-time operations within a contact center environment for a major US insurer. You will monitor call volume, adherence, and staffing, ensuring daily scheduling aligns with service level goals and performance metrics.

The role requires analytical mindset, detail orientation, and the ability to act quickly in a fast-paced setting, collaborating with leaders, supervisors, and teams across the organization.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Analytical thinking

Problem solving

Communication

Stakeholder management

Multitasking in fast-paced environment

Herramientas

NICE IEX WFM

Cisco ACD

Descripción del empleo

Capgemini seeks an Operations Analyst to support Workforce Management and real-time operations within a contact center environment for a major US insurer. You will monitor call volume, adherence, and staffing, ensuring daily scheduling aligns with service level goals and performance metrics.

The role requires analytical mindset, detail orientation, and the ability to act quickly in a fast-paced setting, collaborating with leaders, supervisors, and teams across the organization.