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.
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