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 RoleWe 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 idóneo 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 DoMonitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherenceManage execution of daily workforce schedules and identify staffing adjustments as business needs changeCommunicate real-time operational updates and recommendations to leadership teamsMonitor performance metrics and notify leadership of operational risks, service level concerns, or staffing challengesSupport workforce management activities by tracking adherence, attendance, schedule compliance, and productivity metricsCollect, maintain,



and analyze operational data to support performance measurement and reportingAssist in problem resolution and escape operational issues when appropriateGenerate reports and provide business updates to support strategic and operational planningCollaborate with supervisors, managers, and workforce management teams to optimize resource allocationSupport continuous improvement efforts by identifying trends and recommending operational enhancementsUtilize workforce management and telephony systems to monitor performance and support business objectivesMaintain accurate records and ensure data integrity across reporting and workforce management toolsRequirementsExperience in contact center operations, workforce management, scheduling, or operational analysisExperience in business analysis, operations support, or performance reporting preferredExperience monitoring service levels, call queues, and workforce adherence in a contact center environmentFamiliarity with NICE IEX Workforce Management (WFM) systems preferredFamiliarity with Cisco ACD or similar contact center telephony platforms preferredStrong analytical and problem-solving skillsExperience using Microsoft Office, particularly Excel, for reporting and data analysisAbility to interpret operational metrics and provide actionable recommendationsStrong communication and stakeholder management skillsAbility to work effectively in a fast-paced environment and manage multiple prioritiesBenefitsCompetitive salary and performance-based bonusesComprehensive benefits packageCareer development and training opportunitiesFlexible work arrangementsDynamic and inclusive work culture within a globally renowned groupPrivate Health and Dental InsurancePension PlanMeals ticketsLife Insurance#J-*****-Ljbffr

📌 Fbs - Operations Analyst I (Call Center) (Tlalnepantla de Baz)
🏢 Capgemini
📍 Tlalnepantla de Baz