Operations Analyst I – Call Center

This is a fully remote position, open to applicants in Mexico.

📋 Description

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

• Administer daily workforce scheduling and adjust staffing as business demands evolve.

• Relay real-time operational updates and suggestions to leadership teams.

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

• Assist in workforce management functions by monitoring adherence, attendance, schedule compliance, and productivity metrics.

• Gather, uphold, and evaluate operational data to facilitate performance measurement and reporting.

• Aid in resolving issues and escalate operational challenges as necessary.

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

• Work alongside supervisors, managers, and workforce management teams to enhance resource allocation.

• Promote continuous improvement by identifying trends and suggesting operational enhancements.

• Leverage workforce management and telephony systems to assess performance and support business goals.

• Ensure accurate record-keeping and maintain data integrity across reporting and workforce management platforms.

⛳️ Requirements

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

• Preferred experience 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.

• Experience with Cisco ACD or similar contact center telephony systems is preferred.

• Strong analytical and problem-solving capabilities.

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

• Ability to interpret operational metrics and provide actionable insights.

• Excellent communication and stakeholder management abilities.

• Capacity to thrive in a fast-paced environment and juggle multiple priorities.

🏝️ Benefits

• Competitive salary and performance-related bonuses.

• Comprehensive benefits package.

• Opportunities for career development and training.

• Flexible work arrangements.

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

• Private Health and Dental Insurance.

• Pension Plan.

• Meal tickets.

• Life Insurance.