Operations Analyst I – Call Center

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Oversee the real-time performance of the contact center, including monitoring call volume, queue activity, service levels, and agent compliance.

• Manage the daily execution of workforce schedules and identify necessary staffing adjustments as business requirements evolve.

• Provide real-time operational updates and recommendations to leadership teams.

• Track performance metrics and alert leadership regarding operational risks, service level issues, or staffing challenges.

• Assist in workforce management activities by monitoring adherence, attendance, schedule compliance, and productivity data.

• Gather, maintain, and analyze operational data to support performance evaluation and reporting.

• Aid in problem resolution and escalate operational issues when necessary.

• Create reports and deliver business updates to facilitate strategic and operational planning.

• Collaborate with supervisors, managers, and workforce management teams to enhance resource allocation.

• Contribute to ongoing improvement initiatives by identifying trends and suggesting operational enhancements.

• Employ workforce management and telephony systems to track performance and align with business objectives.

• Keep accurate records and ensure data integrity across reporting and workforce management platforms.

⛳️ Requirements

• Experience in contact center operations, workforce management, scheduling, or operational analysis.

• Preferred background in business analysis, operations support, or performance reporting.

• Familiarity with monitoring service levels, call queues, and workforce adherence in a contact center setting.

• Knowledge of NICE IEX Workforce Management (WFM) systems is preferred.

• Familiarity with Cisco ACD or comparable contact center telephony systems is preferred.

• Strong analytical and problem-solving abilities.

• Proficient in using Microsoft Office, especially Excel, for reporting and data analysis.

• Capability to interpret operational metrics and provide actionable recommendations.

• Excellent communication and stakeholder management skills.

• Ability to thrive in a fast-paced environment while managing multiple priorities.

• CVs must be submitted in English; applications in other languages will not be considered.

🏝️ Benefits

• Competitive salary with performance-based bonuses.

• Comprehensive benefits package.

• Opportunities for career development and training.

• Flexible work arrangements.

• A dynamic and inclusive work culture within a globally recognized group.

• Private Health and Dental Insurance.

• Pension Plan.

• Meal tickets.

• Life Insurance.