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.

Senior Operations Analyst (Call Center)

Location: [Insert Location]
Company: Farmers

About the Role

We are seeking a highly analytical and operations-focused Senior Operations Analyst to support the day-to-day management of contact center performance. This role is responsible for overseeing real-time operations, monitoring call volume and agent adherence, and ensuring resources are allocated effectively to meet service level objectives.

The idóneo candidate has a strong background in contact center operations, workforce management, and operational analytics.



You will work closely with leadership and cross-functional teams to identify trends, manage operational risks, optimize performance, and recommend solutions that improve efficiency, customer experience, and business outcomes.

This position requires strong analytical skills, the ability to make data-driven decisions in a fast-paced environment, and experience balancing operational priorities while maintaining service levels.

What You’ll Do
- 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 sup

📌 FBS - Senior Operations Analyst (Call Center) (México)
🏢 Capgemini
📍 México