call center analyst

Public Partnerships LLC

<div><p>It's fun to work in a company where people truly BELIEVE in what they're doing!</p><p></p><p><i>
We're committed to bringing passion and customer focus to the business.</i></p><p>
Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and &ldquo;self&rdquo; direct their own long-term home care. Our role as the nation&rsquo;s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.</p><p></p><p>
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).</p><p></p><h2 class="jobSectionHeader"><b>
Duties &amp; Responsibilities:</b></h2><p>
The Strategy Analyst of Call Center Operations Optimization is responsible for analyzing data, identifying opportunities, and supporting initiatives that enhance the performance, efficiency, and customer satisfaction of call center operations. This role requires strong analytical skills, process improvement expertise, and the ability to collaborate with cross-functional teams to achieve organizational goals.</p><p></p><h2 class="jobSectionHeader"><b>
Strategic Focus</b></h2><ul><li><p>
Support the development of call center strategies aligned with the company&rsquo;s vision, mission, and objectives.</p></li><li><p>
Track and report on operational goals and KPIs focused on efficiency, quality, and customer satisfaction.</p></li><li><p>
Contribute to a culture of continuous improvement across call center and business functions.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Operational Optimization</b></h2><ul><li><p>
Analyze call center workflows and recommend process improvements to reduce costs and enhance service quality.</p></li><li><p>
Collaborate with forecasting, workforce planning, and scheduling teams to ensure optimal resource allocation.</p></li><li><p>
Provide insights into customer interaction processes, escalation handling, and service personalization.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Technology Integration</b></h2><ul><li><p>
Research industry trends and emerging technologies to identify opportunities for innovation.</p></li><li><p>
Use data analytics and reporting tools to generate insights into performance and customer behavior.</p></li><li><p>
Assist in evaluating and implementing technology solutions that improve call center efficiency.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Financial Management</b></h2><ul><li><p>
Conduct cost-benefit analyses to support operational decision-making.</p></li><li><p>
Identify opportunities for cost savings while maintaining service quality.</p></li><li><p>
Provide reporting and recommendations to support financial efficiency initiatives.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Required Skills and Competencies</b></h2><ul><li><p>
Strong analytical and problem-solving skills with a data-driven mindset.</p></li><li><p>
Proficiency in call center technologies, including CRM, workforce management tools, and analytics platforms.</p></li><li><p>
Excellent communication and interpersonal skills to collaborate across teams.</p></li><li><p>
Ability to translate data insights into actionable recommendations for cost-effective operations.</p></li></ul><p></p><h2 class="jobSectionHeader"><b>
Qualifications:</b></h2><ul><li><p><b>
Education:</b> Bachelor&rsquo;s degree in Business Administration, Operations Management, or a related field or equivalent work experience is required.</p></li><li><p><b>
Experience:</b> 4+ years of experience in call center</p></li><li><p><b>
Certification:</b> <b>Preferred Qualifications:</b> Certification in Six Sigma, Lean Management, or similar methodologies. Experience managing omnichannel or global call center operations.</p></li></ul><p></p><p><b>
Compensation Range:</b> $75,000- $85,000 annual salary</p><p></p><p><b>
This position may have access to private, confidential or sensitive information related to PPL, its customers or clients, or patient information. Employees in this position are required to complete new hire and annual training for privacy and security, complete attestations for the
</b></p><p></p><p><b>The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified</b></p><p></p><p><i><br>
PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.</i></p><p><i>
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!</i></p></div>

Strategy Analyst, Call Center Operations

Concentrix

Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <strong>Join or sign in to find your next job</strong> <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p> Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p><p>Get AI-powered advice on this job and more exclusive features.</p><p>Job Title:<br><br>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )<br><br><strong>Job Description<br><br></strong>The Trainer I is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.<br><br><strong>Essential Functions/Core Responsibilities<br><br></strong><ul><li>Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations</li><li>Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment</li><li>Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities</li><li>Accountable for achieving individual training performance metrics</li><li>Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)</li><li>Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations</li><li>Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients</li><li>May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids</li><li>Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation</li><li>Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis</li><li>Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures<br><br></li></ul>Candidate Profile<br><br><ul><li>Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred</li><li>A bilingual English (B2+ level) and native Arabic speaker.</li><li>Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)</li><li>Strong communication skills, both written and verbal</li><li>Proficient in Microsoft Office</li><li>Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable</li><li>Self-starter, sense of urgency, and works well under pressure</li><li>Strong attention to detail</li><li>Sense of professionalism and ability to develop good relationships<br><br></li></ul>Career Framework Role<br><br>Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills<br><br>Analyzes possible solutions using standard procedures and principles<br><br>Builds knowledge of the organization, processes and customers Solves a range of straightforward problems<br><br>Receives a moderate level of guidance and direction<br><br><strong>Disclaimer<br><br></strong>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.<br><br>Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.<br><br>Location:<br><br>ARE Abu Dhabi - Building Khaleej Area<br><br>Language Requirements:<br><br>Time Type:<br><br><strong>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents<br><br></strong><strong>R</strong></p> Seniority level <ul><li> Seniority level Entry level</li></ul> Employment type <ul><li> Employment type Full-time</li></ul> Job function <ul><li> Job function Education and Training</li><li> Industries IT Services and IT Consulting</li></ul><p>Referrals increase your chances of interviewing at Concentrix by 2x</p> Sign in to set job alerts for "Instructor" roles. <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED18,000 - AED21,000 4 months ago</p> Techno Functional Business Analyst -Banking <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 33 minutes ago</p> Senior Business Analyst (Digital Products )-Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED16,000 - AED18,000 2 months ago</p> Business Analyst as well Scrum Master -Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates<br>AED17,000.00<br>-<br>AED18,000.00<br>1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p> Business Analyst - Enterprise Lending Platform <p>Abu Dhabi Emirate, United Arab Emirates 2 weeks ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 days ago</p><p>Abu Dhabi Emirate, United Arab Emirates 1 week ago</p> Senior Business Analyst-3 months Engagement (Onsite Abu Dhabi)-Octopus by RTG <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 8 months ago</p> Senior Business Analyst (Mobile App & Staff Portal) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Business Analyst - Banking Domain (Scrum Framework & Digital Initiatives) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 11 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 year ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 day ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Senior Business Analyst - Digital Wallet Platform <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p> Business Analyst with Open Finance Experience <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.</p>

Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Medica Services Company LLC

<p></p><div><p>Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.</p>
<p>
We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration &mdash; because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.</p>
<p>
The Workforce Management Analyst is responsible for developing long‑term forecasts and capacity plans to support call center operations. This role emphasizes the creation of staffing models and the production of accurate, data‑driven forecasts to optimize operational performance and align resource needs with budgetary objectives. The position does not include real‑time queue management or scheduling responsibilities.</p>
<p><b>
Key Accountabilities</b></p>
<ul>
<li>Develop long‑term volume forecasts by analyzing historical performance trends and anticipating future business drivers</li>
<li>Build comprehensive staffing models incorporating multiple input variables to project future resource requirements</li>
<li>Create FTE forecasts aligned with operational budget targets, leveraging productivity assumptions and continuous‑improvement initiatives</li>
<li>Collaborate with Operations, Training, Quality, HR, and Finance to incorporate business changes into forecasts and staffing plans</li>
<li>Support new initiatives, product launches, and process changes by modeling operational impact</li>
<li>Reconcile forecasts, assumptions, and data inputs within workforce management systems to maintain accuracy and alignment</li>
<li>Document assumptions and provide clear business justification to support forecasting methodologies and recommendations</li>
<li>Perform additional responsibilities as assigned</li>
</ul>
<p><b>Required Qualifications</b></p>
<ul>
<li>Bachelor's degree or equivalent experience in related field</li>
<li>5 years of work experience beyond degree</li>
</ul>
<p><b>Preferred Qualifications</b></p>
<ul>
<li>Prior experience in medium- to large-scale operational call center environments</li>
<li>Demonstrated ability to create, maintain, and deliver accurate forecasts and optimized schedules that achieve service-level targets and support annual budget objectives</li>
<li>Advanced proficiency in Microsoft Excel and strong data analytics capabilities</li>
<li>Proven ability to prioritize workload, meet deadlines, and manage multiple tasks with exceptional attention to detail</li>
<li>Strong organizational, problem‑solving, and analytical skills</li>
<li>Excellent verbal and written communication skills, with the ability to engage professionally with stakeholders at all levels of management</li>
<li>Experience with Five9 and Verint preferred, experience with Avaya CMS Supervisor also acceptable</li>
<li>Experience with data visualization tools such as Qlik Sense, Tableau, or Power BI preferred</li>
</ul>
<p>This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.</p>
<p>
The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.</p>
<p>
The compensation and benefits information is provided as of the date of this posting. Medica&rsquo;s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.</p>
<p><b>
Eligibility to work in the US: </b>Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.</p>
<p>
We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.</p><p></p><p>
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities<br>
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.</p></div>

Workforce Management Analyst III

Cummins

<div><p><b>DESCRIPTION</b></p>
<p><b>Job Summary</b></p>
<p>The Analyst &ndash; Cummins CARE Operations position provides routine support to customers, including end-users, distributors, and dealers, by responding to inquiries through multiple communication channels under limited supervision. The role is focused on delivering accurate, timely, and customer-centric support while adhering to Cummins processes, systems, and service standards. The position also supports continuous improvement initiatives to enhance customer experience, service quality, and operational efficiency.</p>
<p><b>Key Responsibilities</b></p>
<ul><li>Provide prompt and effective customer support through multiple channels, including phone, email, and chat.</li>
<li>Document customer inquiries, interactions, and resolutions accurately within appropriate Cummins systems.</li>
<li>Resolve routine customer issues using a working knowledge of Cummins processes, systems, and practices.</li>
<li>Escalate non-routine or complex issues through established processes with complete and accurate documentation.</li>
<li>Build and maintain knowledge of new and existing Cummins processes, systems, and practices.</li>
<li>Contribute ideas and recommendations to improve customer-centricity, efficiency, and effectiveness of existing processes.</li>
<li>Apply Service Capability, Capacity, and Coverage principles to meet customer expectations and business priorities.</li>
<li>Create, verify, and maintain customer, equipment, and technical documentation using required service tools.</li>
<li>Support warranty-related activities by analyzing customer issues, determining eligibility, and ensuring proper claim documentation.</li>
<li>Provide parts support, including assistance with parts availability, pricing, order entry, quote creation, order status, invoice details, and shipment tracking.</li>
<li>Communicate effectively across distribution functions and nodes to support order management and customer requirements.</li>
<li>Support initiatives to improve customer satisfaction, reduce response times, and enhance overall service outcomes.</li>
<li>Provide insights and feedback to internal stakeholders based on customer interactions and service trends.</li>
</ul><p><b>RESPONSIBILITIES</b></p>
<p><b>Competencies</b></p>
<ul><li><b>Action Oriented:</b> Takes initiative and approaches challenges with urgency, energy, and enthusiasm.</li>
<li><b>Collaborates:</b> Builds strong partnerships and works collaboratively to achieve shared objectives.</li>
<li><b>Communicates Effectively:</b> Delivers clear, concise, and audience-appropriate communication across multiple formats.</li>
<li><b>Customer Focus:</b> Builds strong customer relationships and delivers customer-centric solutions.</li>
<li><b>Manages Conflict:</b> Handles conflict situations constructively and professionally.</li>
<li><b>Nimble Learning:</b> Learns through experience and adapts quickly when addressing new challenges.</li>
<li><b>Service Capability, Capacity, and Coverage:</b> Applies service processes and metrics to deliver consistent, capable service.</li>
<li><b>Service Documentation:</b> Accurately captures and maintains customer, equipment, and technical records in service systems.</li>
<li><b>Warranty Process Knowledge:</b> Analyzes issues, determines warranty eligibility, and processes claims per published guidelines.</li>
<li><b>Values Differences:</b> Recognizes and values diverse perspectives and cultures.</li>
</ul><p><b>Qualifications</b></p>
<ul><li>High school diploma or certificate of completion of secondary education, or equivalent experience as permitted by applicable regulations.</li>
<li>Bachelor&rsquo;s degree in Management or a related field is preferred; MBA is an added advantage for internal candidates.</li>
<li>This role may require licensing or authorization to comply with export control or sanctions regulations.</li>
</ul><p><b>QUALIFICATIONS</b></p>
<p><b>Skills and Experience</b></p>
<ul><li>Previous relevant work experience is required.</li>
<li>Prior experience in customer service, call center operations, parts support, and/or technical support is preferred.</li>
<li>Minimum of 2+ years of experience in customer service or call center management (internal preference).</li>
<li>Proficiency in ERP systems and reporting tools such as Microsoft Excel and Power BI.</li>
<li>Strong written and verbal communication, problem-solving, and conflict resolution skills.</li>
<li>Ability to analyze data, identify trends, and implement actionable insights.</li>
<li>Strong organizational and time-management skills with the ability to manage multiple priorities.</li>
<li>Customer-centric mindset with a strong focus on service quality and customer satisfaction.</li>
<li>Adaptability to work effectively in a fast-paced, dynamic environment.</li>
</ul><p><b>Shift Details</b></p>
<ul><li>Willingness to work in a 24x7 rotational operations environment, primarily supporting night shifts starting from 4:00 PM onwards.</li>
</ul><p><b>Job</b> Service</p>
<p><b>Organization</b> Cummins Inc.</p>
<p><b>Role Category</b> On-site with Flexibility</p>
<p><b>Job Type</b> Office</p>
<p><b>ReqID</b> 2423173</p>
<p><b>Relocation Package</b> No</p>
<p><b>100% On-Site</b> No</p></div><p></p>

Analyst - Cummins CARE Operations

V Power Logistics

<p>This is a night shift role from 6 pm to 3 am( mon to Fri)</p><p>Job Title: Quality Analyst &ndash; Sales &amp; Operations (US Logistics)</p><p>Responsibilities:</p><p>* Monitor and evaluate inbound/outbound calls for Sales and Operations teams.</p><p>* Ensure adherence to process, compliance, and communication standards.</p><p>* Provide clear, constructive feedback to employees and support performance improvement.</p><p>* Conduct training for new hires and refresher sessions for existing staff.</p><p>* Prepare quality reports, maintain scorecards, and identify improvement opportunities.</p><p>* Collaborate with team leads to improve call quality, customer experience, and process efficiency.</p><p>Requirements:</p><p>* 2&ndash;4 years of QA or training experience in logistics/BPO/customer service.</p><p>* Strong understanding of US logistics processes.</p><p>* Excellent communication, coaching, and analytical skills.</p><p>* Proficient with call evaluation tools and MS Office.</p><p>Job Type: Full-time</p><p>Pay: ₹30,000.00 - ₹45,000.00 per month</p><p>Benefits:</p><ul><li>Food provided</li></ul><p>Work Location: In person</p>

Call Quality Analyst

<div>Posting Description:
<div><b>
Job Title- </b>Business Analyst
</div><div><b>Position type- </b>Full Time
</div><div><b>Work Location- </b>Delhi NCR/Bangalore
</div><div><b>Shift Time - </b>12PM-9PM</div><div><b>
People Manager role: </b>No</div><div><b>
Required education and certifications critical for the role- </b>Any Graduate or Post-Graduate (full time)</div><div><b>
Required years of experience &ndash; </b>3-5 years of relevant experience</div><div></div><p><b><br>
AON IS IN THE BUSINESS OF BETTER DECISIONS</b></p><p>
At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.
</p><p>As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.</p><div><br>
</div><div><b>INFORMATION ABOUT THE BUSINESS</b></div><div>
Our global contact center operation has 4,000+ agents supporting customers across all major regions, including APAC, EMEA, and North America. We handle large interaction volumes across multiple channels and time zones, ensuring high-quality, consistent service around the clock.</div><div>
We run our contact center primarily on NICE inContact, leveraging its capabilities for routing, reporting, workforce optimization, and quality management. This enables us to take a data-driven approach to performance, focusing on service levels, customer satisfaction, and operational efficiency.</div><div>
The Contact Center Business Analyst will work at the heart of this environment, partnering with operations leaders, technology teams, and frontline managers to:</div><ul><li>
Translate business needs and customer pain points into clear requirements and process improvements</li><li>
Use NICE inContact data and reports to identify trends, root causes, and optimization opportunities</li><li>
Support the design and measurement of initiatives that improve customer experience and agent effectiveness across APAC, EMEA, and NA</li></ul><div>
This role is critical in turning our global contact center data into actionable insights that drive continuous improvement and strategic decision-making.</div><p></p><div><b><br>
GENERAL DESCRIPTION OF ROLE:</b></div><ul><li>
The Business Analyst will be involved in Requirements Gathering, Process Design/Documentation, System Configuration, Document Templates, Reporting and User Acceptance Scripting/Support activities.</li><li>
This includes pro-actively gathering information from a variety of sources, including through meetings at various levels within the organisation and will be expected to challenge appropriately, adding their own views whilst still presenting unbiased findings in the form of reports, process diagrams/maps etc.
</li><li>The Business Analyst will also be involved in Change Management activities as required.</li></ul><div></div><div><b><br>
JOB RESPONSIBILITIES:</b></div><ul><li>
Produce Current and future state business process maps</li><li>
Define and prioritise business requirements</li><li>
Undertake analysis (SWOT, Gap, etc) to assist in project decision making</li><li>
Work with 3rd party suppliers to support system configuration activities, including gathering requirements from key stakeholders for configuration tasks, reviewing system specifications and ensuring signoff is achieved from SMEs</li><li>
Assist with Document Template design/development and Reporting requirements/design</li><li>
Undertaking the development of UAT scripts and support business SME UAT activity</li><li>
Assist in identifying issues and potential risks relating to project and non-project situations</li><li>
Undertake data field mapping between systems and/or processes</li></ul><p></p><p><b><br>
SKILLS/COMPETENCIES REQUIRED</b>:</p><ul><li>
Strong <b>business analysis</b> skills: requirements gathering, documentation, and prioritisation</li><li>
Ability to create <b>current/future state process maps</b> and perform <b>SWOT / gap analysis</b></li><li>
Experience working with <b>third‑party vendors</b> on system configuration and sign‑off</li><li>
Skills in <b>document template</b> and <b>report design</b> based on business needs</li><li>
Experience creating <b>UAT test scripts</b> and supporting SME-led UAT</li><li>
Ability to perform <b>data field mapping</b> between systems/processes</li><li>
Strong <b>risk/issue identification</b>, analytical thinking, and communication skills</li></ul><p></p><p><b><br>
HOW WE SUPPORT OUR COLLEAGUES</b></p><p>
In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.</p><p>
Furthermore, all colleagues enjoy two &ldquo;Global Wellbeing Days&rdquo; each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!</p><p>
Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.</p><p></p><div><b><br>
#LI-RK2</b></div></div><p></p>

Contact Center Business Analyst

avianca AR

<div><div><div><div><h2 class="jobSectionHeader"><b>Responsabilidades</b></h2>
</div><div><p>
Realizar las previsiones de actividad y los c&aacute;lculos de tr&aacute;fico por canal y servicio con la periodicidad y antelaci&oacute;n necesaria para asegurar el correcto dimensionamiento de los servicios y la incorporaci&oacute;n del personal necesario para atender la actividad.</p>
<p>Analizar y monitorizar las desviaciones de tr&aacute;fico y de recursos sobre previsiones, tanto internos como externos, identificando riesgos y proponiendo acciones correctivas.</p>
<p>Anticipar las demandas futuras de iniciativas relacionadas con el rendimiento y las personas y dise&ntilde;ar/implementar soluciones para satisfacer estas necesidades</p>
<p>Revisar y validar las propuestas de dimensionamiento (comprometidos) remitidos por los proveedores de contact center, analizando la adecuaci&oacute;n de los mismos a los nievles de actividad requerida y las hip&oacute;tesis de reductores utilizadas para los c&aacute;lculos, de forma que se asegure el correcto cumplimiento de SLAs.</p>
<p>Interlocuci&oacute;n con los responsables de Servicio y con los Proveedores de Servicio de Call Center.</p>
<p>Identificar &aacute;reas de mejora y necesidades operativas en los procesos de planificaci&oacute;n de actividad.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>
Reponsabilidad Gen&eacute;rica</b></h2>
</div><div><div>IN_GE0204_01 RESPONSABILIDADES ESPEC&Iacute;FICAS EN SISTEMAS DE GESTI&Oacute;N Y CUMPLIMIENTO</div></div></div><div><div><h2 class="jobSectionHeader"><b>
Experiencia y Certificaciones</b></h2>
</div><div><p>
Estudios postgrado en Business Intelligence, Workforce management o similar (valorable)</p>
<ul><li>Al menos 3 a&ntilde;os como analista o coordinador del &aacute;rea de WFM en compa&ntilde;&iacute;a similar.</li>
<li>Formaci&oacute;n en Work Force Management</li>
<li>Se valorar&aacute; positivamente la experiencia o conocimiento previo del sector de Aviaci&oacute;n.</li>
</ul></div></div><div><div><h2 class="jobSectionHeader"><b>Educaci&oacute;n</b></h2>
</div><div><div>Profesional en Matem&aacute;ticas</div><div>
Especializaci&oacute;n en Estadistica</div></div></div><div><div><h2 class="jobSectionHeader"><b>
Educaci&oacute;n (Otras especialidades)</b></h2>
</div></div><div></div><div><div><h2 class="jobSectionHeader"><b>Competencias</b></h2>
</div><div><div>D_Estrategico y con visi&oacute;n</div><div>
M_Foco en resultados</div><div>
I_Estrategico y con visi&oacute;n</div><div>
I_L&iacute;der de si mismo y de otros</div><div>
D_Foco en resultados</div><div>
I_Cultura</div></div></div></div></div>
<br><p><b>&Aacute;rea de trabajo: </b>Business Intelligence, Call Center, Technology, Customer Service</p>

Coordinador de Planeacion y Prevision de la Demanda

Search 10000+ Call center analyst jobs near you this January. New roles added regularly across leading industries. Apply today.