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

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

Operations Analyst I – Call Center

Key skills