FBS – Senior Operations Analyst (Call Center)

About This Opportunity

We are representing a confidential insurance organization in their search for a Senior Operations Analyst to support contact center performance management. Our client serves millions of policyholders and operates one of the largest insurance networks in North America.

This role focuses on real-time operations oversight, workforce analytics, and performance optimization within a high-volume contact center environment. You'll work closely with leadership teams to ensure service level objectives are met while identifying opportunities for operational improvement.

Responsibilities

• 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 resource allocation 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 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

What We're Looking For

• Experience in contact center operations, workforce management, operational analytics, or a related field
• Business analysis, operations analysis, or data analysis experience preferred
• Proven 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
• CVs must be submitted in English

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will be managed through our talent team to ensure a smooth process for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We welcome applications from all qualified candidates regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic.