Senior Operations Analyst – Call Center

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Capgemini

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1967

🏢 Enterprise

🤖 Artificial Intelligence

🔒 Cybersecurity

Enterprise • Artificial Intelligence • Cybersecurity

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

📋 Description

• 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

• Competitive salary and performance-based bonuses • Comprehensive benefits package • Career development and training opportunities • Flexible work arrangements • Dynamic and inclusive work culture within a globally renowned group • Private Health and Dental Insurance • Pension Plan • Meals tickets • Life Insurance