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.
The adecuado candidate is analytical, detail-oriented, and comfortable working in a fast-paced environment where operational decisions must be made quickly. You will work closely with leaders, supervisors, and employees to support day-to-day contact center operations while providing reporting, performance monitoring, and operational insights.

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 escalate 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
Ability to work effectively in a fast-paced environment and manage multiple priorities
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

Please note: CVs must be submitted in English. Applications in other languages will not be considered.

📌 FBS - Operations Analyst I (Call Center) (Ciudad de México)
🏢 Capgemini
📍 Ciudad de México