FBS - Operations Analyst I (Call Center)

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. About the Role We are seeking an Operations Analyst to support Workforce Management (WFM) and real-time operations within our contact center environment. This role is responsible for monitoring call volume, agent adherence, and staffing levels to ensure the daily scheduling plan is executed effectively and service level objectives are achieved. The ideal candidate is analytical, detail-oriented, and comfortable working in a fast-paced environment where operational decisions must be made quickly. You will work closely with leaders, supervisors, and employees to support day-to-day contact center operations while providing reporting, performance monitoring, and operational insights. What You’ll Do Monitor real-time contact center performance, including call volume, queue activity, service levels, and agent adherence Manage execution of daily workforce schedules and identify staffing adjustments as business needs change Communicate real-time operational updates and recommendations to leadership teams M