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 ideal 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 Do 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 workforce management toolsRequirements Experience in contact center operations, workforce management, scheduling, or operational analysis Experience in business analysis, operations support, or performance reporting preferred Experience monitoring service levels, call queues, and workforce adherence in a contact center environment Familiarity with NICE IEX Workforce Management (WFM) systems preferred Familiarity with Cisco ACD or similar contact center telephony platforms preferred Strong analytical and problem-solving skills Experience using Microsoft Office, particularly Excel, for reporting and data analysis Ability to interpret operational metrics and provide actionable recommendations Strong communication and stakeholder management skills Ability to work effectively in a fast-paced environment and manage multiple priorities BenefitsCompetitive 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 InsurancePlease note: CVs must be submitted in English. Applications in other languages will not be considered.
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 Role
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.
The ideal 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 Do
- 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 workforce management tools
Requirements
- Experience in contact center operations, workforce management, scheduling, or operational analysis
- Experience in business analysis, operations support, or performance reporting preferred
- Experience monitoring service levels, call queues, and workforce adherence in a contact center environment
- Familiarity with NICE IEX Workforce Management (WFM) systems preferred
- Familiarity with Cisco ACD or similar contact center telephony platforms preferred
- Strong analytical and problem-solving skills
- Experience using Microsoft Office, particularly Excel, for reporting and data analysis
- Ability to interpret operational metrics and provide actionable recommendations
- Strong communication and stakeholder management skills
- Ability to work effectively in a fast-paced environment and manage multiple priorities
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements
- Dynamic and inclusive work culture within a globally renowned group
- Private Health and Dental Insurance
- Pension Plan
- Meals tickets
- Life Insurance
Please note: CVs must be submitted in English. Applications in other languages will not be considered.
Get the future you want
At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.
Get the future you want
At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.
Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.
It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.
As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.
