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

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

Senior Operations Analyst – Call Center

Key skills