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FBS - Operations Analyst I (Call Center) at Capgemini - ApplyBlast

FBS - Operations Analyst I (Call Center)

Capgemini

4 days ago

3.7 on Glassdoor

Remote

Full Time

Junior

1 applicant

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About this role

The Operations Analyst I supports Workforce Management and real-time operations within a contact center environment by monitoring call volume, agent adherence, and staffing levels to ensure service level objectives are met. This role involves analyzing operational data, generating reports, and collaborating with leadership to optimize resource allocation and resolve operational issues. The position requires strong analytical skills and proficiency in workforce management and telephony systems to maintain accurate records and support continuous improvement efforts.

Responsibilities

Monitor real-time contact center performance and agent adherence
Manage execution of daily workforce schedules and staffing adjustments
Generate reports and provide operational insights to leadership teams

Skills

About Capgemini

capgemini.com

Headquarters

Rue De Chorette, Hauts-De-France, France

Company Size

10001+ employees

Founded

1967

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Capgemini is a global leader in consulting, technology services, and digital transformation, partnering with companies to transform and manage their business by harnessing the power of technology. The company offers an integrated portfolio of services spanning cloud, cybersecurity, data and AI, enterprise management, and more, combined with deep industry expertise across sectors such as banking, manufacturing, healthcare, and retail. Capgemini operates across the Americas, Asia Pacific, and Europe, Middle East & Africa, serving clients through a range of specialized brands and technology partnerships.