Senior Operations Analyst – Call Center

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

📋 Description

• Oversee and manage the performance of the contact center in real-time, which includes monitoring call volume, managing queues, ensuring service levels, and maintaining agent compliance.

• Supervise daily operations to guarantee effective resource allocation and the attainment of performance goals.

• Examine operational data to discover trends, identify risks, and pinpoint opportunities for enhancement.

• Collaborate with workforce management, operational leadership, and business stakeholders to aid in staffing and service delivery decisions.

• Coordinate and facilitate operational projects, initiatives, and improvements across the contact center setting.

• Conduct audits and evaluations of operational processes, procedures, and business initiatives to assess their effectiveness and efficiency.

• Create reports, dashboards, and performance analyses to assist in operational decision-making.

• Investigate operational challenges and propose solutions to enhance productivity, customer satisfaction, and business performance.

• Evaluate the effects of business changes, new initiatives, and external factors on operational performance.

• Share operational insights, recommendations, and potential risks with leadership and key stakeholders.

• Support ongoing improvement initiatives by identifying opportunities for process optimization and implementing best practices.

• Work collaboratively with cross-functional teams to ensure consistency and alignment across operational functions.

⛳️ Requirements

• Proven experience in contact center operations, workforce management, operational analytics, or a similar field.

• Preferred experience in overall business analysis, operations analysis, or data analysis.

• Background in managing real-time operations, call queues, service levels, and workforce adherence within a contact center environment.

• Strong analytical and problem-solving abilities, with a track record of interpreting operational data and performance metrics.

• Familiarity with NICE IEX Workforce Management (WFM) systems.

• Knowledge of Cisco ACD and contact center telephony platforms.

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

• Experience in data mining, operational reporting, and performance analysis.

• Capability to influence stakeholders and effectively communicate recommendations to leadership teams.

• Exceptional project coordination and organizational skills, with the ability to manage multiple priorities concurrently.

🏝️ Benefits

• Competitive salary along 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.