? 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.
- Solid 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.

📌 Operational Specialist (Bengaluru)
🏢 Talento HR
📍 Bengaluru