Operational Specialist

Hiring: Customer support/Call center Operations Analyst

Location: Bengaluru

Experience: 3–5 Years

Shift: EST Shift

Direct hiring with our client.

We are looking for an experienced Call Centre Operations Analyst to support Workforce Management (WFM), MIS, and Analytics within a multi-channel contact centre environment. If you have a strong analytical mindset and hands-on experience in contact centre operations, we'd love to hear from you!

Key Responsibilities

• Manage forecasting, capacity planning, scheduling, real-time monitoring, and intraday management.
• Monitor and analyze adherence, occupancy, shrinkage, productivity, and forecast accuracy.
• Provide staffing recommendations and support workforce optimization.
• Develop and maintain MIS reports, dashboards, and executive scorecards.
• Perform root cause analysis and provide actionable insights to improve operational performance.
• Track and report key contact centre KPIs, including:
• Service Level
• ASA
• AHT
• Adherence
• Occupancy
• Shrinkage
• CSAT
• FCR
• Productivity
• Collaborate with Operations, Quality, and Training teams to improve customer experience and service delivery.
• Drive reporting automation while ensuring data accuracy and integrity.

Required Skills & Experience

• Bachelor's degree in Business, Engineering, Statistics, Information Systems, or a related field.
• 3–5 years of experience in Contact Centre Operations, Workforce Management (WFM), MIS, or Analytics.
• Experience supporting multi-channel and/or multi-site contact centre operations.
• Strong understanding of contact centre metrics and workforce management principles.
• Hands-on experience with queue management, workflow automation, macros, and SLA management.
• Advanced proficiency in Excel, SQL, and Power BI/Tableau.
• Experience with contact centre platforms such as Five9, Genesys Cloud, NICE CXone, or similar solutions.
• Excellent analytical, communication, stakeholder management, and problem-solving skills.

Interested candidates can share their updated resume with us or apply through LinkedIn.