Call Center Operations Analyst I

Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
Bachelor's Degree

Travel Percentage :
15 - 25%

Strong WFM domain knowledge, should be able to create skilling plans, Mitigation plan, crisis management, Break/Shrinkage management and other analyses required by management

Serves as escalation point for issues beyond operations analysts authority; resolves conflicts involving skilling, resources, or technical issues.

Prepares reports for management summarizing results of research, analyses and evaluation of any discrepancies.

Drive initiatives on profitability improvement through automation, To fulfill any other Adhoc requests that came by on a monthly basis.

Ability to work within deadlines & strict timeframes, strong analytical and problem-solving skills, excellent time management skills, excellent verbal and written communication skills, strong interpersonal and relationship management skills, ability to work productively in a fast-paced call center environment, multi-task and detail-oriented with ability to work with little supervision.

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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