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;). Finally, our Client is part of one the largest Insurance Groups in the world.
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. 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.
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 workf