Senior Call Center Ops Analyst - Real-Time Performance

Capgemini; Mexico; On-site; PHP 4,009,870 - 5,860,579; Full time

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

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.