FBS - 高级运营分析师（呼叫中心）
FBS - Senior Operations Analyst (Call Center)
我们的客户是美国最大的保险公司之一，提供广泛的保险和金融服务产品，总保费收入超过250亿美元（财产与责任险）。他们通过48,000多名专属和独立代理人以及近18,500名员工的努力，自豪地为全美超过1000万个美国家庭提供服务，覆盖所有50个州的超过1900万份个人保单。最后，我们的客户是全球最大的保险集团之一。
高级运营分析师（呼叫中心）
地点：[插入地点]
公司：Farmers
职位简介
我们正在寻找一位高度分析能力和以运营为导向的高级运营分析师，以支持呼叫中心日常运营的管理。该职位负责监督实时运营，监控电话量和代理人员工遵守情况，并确保资源有效分配以满足服务级别目标。
理想的候选人具有呼叫中心运营、劳动力管理及运营分析方面的坚实背景。您将与领导层和跨职能团队紧密合作，识别趋势、管理运营风险、优化绩效，并推荐能够提高效率、客户体验和业务成果的解决方案。
该职位需要强大的分析能力，在快节奏的环境中做出数据驱动的决策，并有平衡运营优先事项同时保持服务级别的经验。
您将负责
- 监控和管理实时呼叫中心的性能，包括电话量、队列管理、服务级别和代理人员工遵守情况
- 监督日常运营活动，确保资源高效分配并达成绩效目标
- 分析运营数据以识别趋势、风险和改进机会
- 与劳动力管理、运营领导和业务相关方合作，支持人员配置和服务交付决策
- 协调和支持呼叫中心环境中的运营项目、计划和流程改进
- 进行运营流程、程序和业务计划的审计和审查，以评估其有效性和效率
- 开发报告、仪表板和绩效分析，以支持运营决策
- 调查运营问题并推荐解决方案以提高生产力、客户体验和业务表现
- 评估业务影响
查看英文原文
Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Senior Operations Analyst (Call Center)
Location: [Insert Location]
Company: Farmers
About the Role
We are seeking a highly analytical and operations-focused Senior Operations Analyst to support the day-to-day management of contact center performance. This role is responsible for overseeing real-time operations, monitoring call volume and agent adherence, and ensuring resources are allocated effectively to meet service level objectives.
The ideal candidate has a strong background in contact center operations, workforce management, and operational analytics. You will work closely with leadership and cross-functional teams to identify trends, manage operational risks, optimize performance, and recommend solutions that improve efficiency, customer experience, and business outcomes.
This position requires strong analytical skills, the ability to make data-driven decisions in a fast-paced environment, and experience balancing operational priorities while maintaining service levels.
What You’ll Do
- 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
Requirements
- 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
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements
- Dynamic and inclusive work culture within a globally renowned group
- Private Health and Dental Insurance
- Pension Plan
- Meals tickets
- Life Insurance
Please note: CVs must be submitted in English. Applications in other languages will not be considered.
Originally posted on Himalayas