FBS - Senior Operations Analyst (Call Center)

Capgemini

Mexico

On-site

PHP 4,009,870 - 5,860,579

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Competitive total compensation

Bonuses based on performance

Comprehensive benefits package

Career development opportunities

Flexible work arrangements

Inclusive global culture

Health and dental insurance

Pension plan

Meal allowances

Life insurance

Job summary

Farmers is seeking a Senior Operations Analyst to oversee real-time contact center performance, validate service levels, and optimize resource allocation. The role partners with workforce management and leadership to drive efficiency and customer satisfaction in a fast-paced environment.

The ideal candidate will balance analytical rigor with practical execution, generate actionable insights, and guide strategic staffing decisions across the contact center.

Qualifications

Experience in contact center operations, workforce management, operational analytics, or a related field.
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.

Responsibilities

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

Skills

Contact center analytics

Workforce management

Operational analytics

Data analysis

Excel for data analysis

Stakeholder influence

Education

Bachelor's degree

Tools

NICE IEX WFM

Cisco ACD

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.

Senior Operations Analyst (Call Center)

Location: [Insert Location]

Company: Farmers

About The Role

We are seeking a highly analytical and operations-focused Senior Operations Analyst to support the day-to-day management of contact center performance. This role is responsible for overseeing real-time operations, monitoring call volume and agent adherence, and ensuring resources are allocated effectively to meet service level objectives.

The ideal candidate has a strong background in contact center operations, workforce management, and operational analytics. You will work closely with leadership and cross-functional teams to identify trends, manage operational risks, optimize performance, and recommend solutions that improve efficiency, customer experience, and business outcomes.

This position requires strong analytical skills, the ability to make data-driven decisions in a fast-paced environment, and experience balancing operational priorities while maintaining service levels.

What You'll Do

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

Requirements

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

Benefits