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Call Operations Analyst
Bank of America
Chester, GBR
Full-time
Entry
Onsite
Discovered 1 weeks ago
workforce managementcontact centre operationsworkforce schedulingreal-time monitoringservice-level analysiscontact-centre metrics
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Role Overview
The Call Operations Analyst supports workforce management and operational efficiency within a busy contact centre.
The role focuses on scheduling, real-time monitoring, performance analysis, service levels, productivity, and reporting.
The position is based in the Bank of America office at Chester Business Park and supports Commercial Card clients.
Key Skills for This Role
workforce managementcontact centre operationsworkforce schedulingreal-time monitoringservice-level analysiscontact-centre metrics
Full Job Posting
Role overview
The Call Operations Analyst supports workforce management and operational efficiency within a busy contact centre.
The role focuses on scheduling, real-time monitoring, performance analysis, service levels, productivity, and reporting.
The position is based in the Bank of America office at Chester Business Park and supports Commercial Card clients.
Responsibilities
- Develop schedules and manage holidays, sickness, and adherence.
- Optimize service levels in real time and adjust skilling or planned events within established parameters.
- Analyze service level, average handle time, productivity, volumes, and agent-status metrics.
- Identify trends and recommend operational improvements.
- Administer workforce management applications and Excel-based reports.
- Communicate events affecting contact centres and provide regular metric updates to leadership.
- Work with operations team leaders to optimize resource use.
- React quickly and calmly to unexpected events.
Candidate requirements
- Experience working in contact centres.
- Attention to detail and strong analytical, conceptual, problem-solving, and critical-thinking skills.
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