Job Summary

We are looking for an experienced Customer Support & Call Centre Operations Analyst to manage and optimize day-to-day call centre operations, Workforce Management (WFM), performance tracking, reporting, ACD queue management, and operational documentation within a customer support environment.

The ideal candidate should have 3–5 years of experience in Call Centre Operations, Voice Process Operations, Workforce Management, MIS, Reporting, or Contact Centre Analytics, with strong analytical and operational skills. The role will focus primarily on voice and call centre operations, ensuring efficient queue management, workforce utilization, service level performance, and data-driven operational improvements.

Key ResponsibilitiesCall Centre & Voice Operations

- Monitor and support day-to-day call centre and voice support operations.
- Manage and monitor ACD queues, call volumes, routing, and queue performance.
- Track service levels, wait times, abandonment rates, and overall call centre performance.
- Identify operational issues and coordinate with relevant teams for timely resolution.
- Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Workforce Management (WFM)

- Support forecasting, capacity planning, staffing, and scheduling activities.
- Monitor real-time and intraday performance against business demand.
- Track agent adherence, occupancy, shrinkage, productivity, and staffing levels.
- Identify staffing gaps and provide recommendations to maintain service level targets.
- Analyze workforce trends and support scenario planning based on business requirements.

Performance Tracking & Reporting

- Track key call centre KPIs and operational performance metrics.
- Prepare daily, weekly,



monthly, and ad hoc performance reports.
- Develop and maintain operational dashboards, scorecards, and MIS reports.
- Analyze call volumes, ACD queue performance, SLA, productivity, and customer service metrics.
- Conduct root cause analysis and provide actionable insights to improve performance.
- Ensure accuracy and consistency of operational data and reports.

Wiki & Knowledge Management

- Maintain and manage internal Wiki, knowledge base, and operational documentation.
- Keep process documents, SOPs, troubleshooting guides, and operational updates current.
- Coordinate with relevant teams to ensure accurate and up-to-date information is available to support teams.
- Identify documentation gaps and recommend improvements to internal knowledge resources.

Contact Centre Performance

Monitor and report on key operational KPIs, including:

- Service Level
- Average Speed of Answer (ASA)
- Average Handle Time (AHT)
- Abandonment Rate
- Adherence
- Occupancy
- Shrinkage
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Agent Productivity

Requirements

- Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or a related discipline.
- 3–5 years of experience in Call Centre Operations, Voice Process Operations, WFM, MIS, Reporting, or Contact Centre Analytics.




- Strong understanding of voice and call centre operations and performance metrics.
- Hands-on experience with ACD queue management and call centre performance tracking.
- Experience in Workforce Management, including forecasting, scheduling, intraday management, and real-time monitoring.
- Strong reporting and MIS capabilities with the ability to analyze operational data.
- Experience managing or maintaining Wiki, knowledge bases, SOPs, and operational documentation.
- Strong analytical, problem-solving, and communication skills.
- Ability to translate operational data into meaningful business insights.
- Strong stakeholder management and cross-functional collaboration abilities.
- Ability to manage multiple priorities in a quick-paced contact centre environment.

Technical Skills & Tools

- Call Centre / Voice Operations
- ACD Queue Management
- Workforce Management (WFM)
- Performance Tracking & Monitoring
- MIS & Operational Reporting
- Queue Management
- Service Level & SLA Tracking
- Advanced Microsoft Excel
- Power BI or Tableau
- SQL
- Contact Centre Platforms such as Five9, Genesys Cloud, NICE CXone, or similar
- Telephony Systems
- CRM Systems
- Wiki & Knowledge Management Tools
- Microsoft Office Suite

What We Offer

- Opportunity to work in a fast-paced customer support and contact centre environment.
- Exposure to enterprise contact centre technologies and operational analytics.
- Career growth and continuous learning opportunities.
- Collaborative, performance-driven, and technology-focused workplace.

Job Type: Full-time
Work Location: In person
Experience: 3–5 Years

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person

📌 Customer Support & Call Centre Operations Analyst (India)
🏢 Zebulon Consulting
📍 India