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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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
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