FBS - Operations Analyst I (Call Center)

Capgemini; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Capgemini is seeking an Operations Analyst to support Workforce Management in their U.S. contact center. The role includes monitoring call volume, agent adherence, and staffing levels to ensure effective scheduling and meet service objectives.

The ideal candidate has experience in contact center operations and strong analytical skills. Preferred familiarity with NICE IEX and Cisco ACD systems.

Qualifications

• Experience in contact center operations, workforce management, or operational analysis.
• Strong analytical and problem-solving skills.
• Ability to interpret operational metrics and provide actionable recommendations.

Responsibilities

• Monitor real-time contact center performance, including call volume and agent adherence.
• Manage daily workforce schedules and identify staffing adjustments.
• Support continuous improvement efforts by identifying trends.

Skills

Contact center operations

Workforce management

Analytical skills

Microsoft Excel

Tools

NICE IEX Workforce Management

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.

About the Role

We are seeking an Operations Analyst to support Workforce Management (WFM) and real-time operations within our contact center environment. This role is responsible for monitoring call volume, agent adherence, and staffing levels to ensure the daily scheduling plan is executed effectively and service level objectives are achieved.

What You’ll Do

• 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
• Monitor performance metrics and notify leadership of operational risks, service level concerns, or staffing challenges
• Support workforce management activities by tracking adherence, attendance, schedule compliance, and productivity metrics
• Collect, maintain, and analyze operational data to support performance measurement and reporting
• Assist in problem resolution and elevate operational issues when appropriate
• Generate reports and provide business updates to support strategic and operational planning
• Collaborate with supervisors, managers, and workforce management teams to optimize resource allocation
• Support continuous improvement efforts by identifying trends and recommending operational enhancements
• Utilize workforce management and telephony systems to monitor performance and support business objectives
• Maintain accurate records and ensure data integrity across reporting and workforce management tools

Requirements

• 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
• Familiarity with NICE IEX Workforce Management (WFM) systems preferred
• Familiarity with Cisco ACD or similar contact center telephony platforms preferred
• Strong analytical and problem-solving skills
• Experience using Microsoft Office, particularly Excel, for reporting and data analysis
• Ability to interpret operational metrics and provide actionable recommendations
• Strong communication and stakeholder management skills