Real-Time Workforce Management Analyst

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

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.