WFM Operations Analyst I - Contact Center Optimizer

Capgemini Technology Services

United States

Remote

USD 11,000 - 17,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Comprehensive benefits package

Career development and training

Flexible work arrangements

Global group culture

Private Health and Dental Insurance

Pension Plan

Meals tickets

Life Insurance

Job summary

Capgemini Technology Services in Mexico seeks an Operations Analyst to support Workforce Management and real-time operations in our contact center. You will monitor call volume, adherence, and staffing to ensure the daily scheduling plan meets service levels.

The ideal candidate is analytical, detail-oriented, and capable of quick operational decisions. You will generate reports, provide insights to leadership, and collaborate with supervisors to optimize resource allocation.

Qualifications

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.

Responsibilities

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.