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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
operational analyticsdata analysisperformance metricsprocess optimizationdata miningoperational reportingcall queue managementservice level managementworkforce adherencebusiness analysis
Soft Skills
analytical skillsproblem-solving skillscommunication skillsinfluencing skillsproject coordinationorganizational skillscollaborationstakeholder managementtime managementcontinuous improvement
Tools & Technologies
NICE IEX Workforce ManagementCisco ACDcontact center telephony platformsMicrosoft Exceldashboardsreporting toolsperformance analysis toolsdata visualization toolsoperational management softwareresource allocation systems
Industry Keywords
contact center operationsworkforce managementreal-time operationsservice deliveryoperational processesperformance targetsbusiness initiativescustomer experienceoperational performancecross-functional teams
About the role
Key responsibilities & impact- Monitor and manage real-time contact center performance, including call volume, queue management, service levels, and agent adherence
- Oversee daily operational activities to ensure efficient allocation of resources and achievement of performance targets
- Analyze operational data to identify trends, risks, and opportunities for improvement
- Partner with workforce management, operations leadership, and business stakeholders to support staffing and service delivery decisions
- Coordinate and support operational projects, initiatives, and process improvements across the contact center environment
- Conduct audits and reviews of operational processes, procedures, and business initiatives to evaluate effectiveness and efficiency
- Develop reports, dashboards, and performance analyses to support operational decision-making
- Investigate operational issues and recommend solutions to improve productivity, customer experience, and business performance
- Assess the impact of business changes, new initiatives, and external factors on operational performance
- Communicate operational insights, recommendations, and risks to leadership and key stakeholders
- Support continuous improvement efforts by identifying process optimization opportunities and implementing best practices
- Collaborate with cross-functional teams to ensure consistency and alignment across operational functions
Requirements
What you’ll need- Experience in contact center operations, workforce management, operational analytics, or a related field
- Overall business analysis, operations analysis, or data analysis experience preferred
- Experience managing real-time operations, call queues, service levels, and workforce adherence in a contact center environment
- Strong analytical and problem-solving skills with experience interpreting operational data and performance metrics
- Experience with NICE IEX Workforce Management (WFM) systems
- Familiarity with Cisco ACD and contact center telephony platforms
- Strong Microsoft Office skills, particularly Excel for data analysis and reporting
- Experience with data mining, operational reporting, and performance analysis
- Ability to influence stakeholders and communicate recommendations effectively to leadership teams
- Strong project coordination and organizational skills with the ability to manage multiple priorities simultaneously
Benefits
Comp & perks- 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