FBS Insurance Service Operations Execution Analyst II

FBS Insurance Service Operations Execution Analyst II Location: São Paulo, Brazil This role focuses on driving operational excellence within Service Operations for a large insurance contact center, including data analysis, root cause evaluation, change management, and cross-functional collaboration to improve service quality and customer experience. Job Summary The Insurance Contact Center Service Operations Excellence Team executes and manages complex operational initiatives, focusing on process improvement, solution design, and delivering business analytics to enhance efficiency and customer experience. The Service Operations Execution Analyst II is responsible for data analysis, root cause evaluations, and data-driven recommendations for process improvements, as well as developing communication and change management plans and evaluating the impact of changes on staffing and costs. Responsibilities Lead the execution and change management of small to medium complexity strategic initiatives across service operations Collaborate with cross-functional teams to implement business solutions that improve employee performance, customer satisfaction, and agent interactions Perform detailed root cause analysis on key performance metrics and operational data, recommending improvements Provide business analytics and problem resolution alternatives to enhance service quality and efficiency Develop and present business cases and data-driven solutions to support decision-making Lead cross-functional teams in implementing technology solutions and process improvements Manage change management activities, including impact assessments and stakeholder communication Escalate and resolve issues affecting internal operations or external customers Mentor junior team members and promote operational excellence and project management best practices Experience Requirements Minimum of 5+ years in contact center operations, service operations, or related fields with experience in leading large-scale transformation initiatives Proven ability to conduct root cause analysis, develop actionable insights, and recommend improvements for key metrics Strong data analysis skills and ability to tell a story with data Excellent communication and presentation skills with senior leadership Experience with automation, AI, and digital transformation within contact centers is a plus Required Qualifications Office 365 proficiency (Excel, PowerPoint, Power BI, Power Apps) Knowledge of tools such as Salesforce, Quickbase, Clarabridge, Speech Analytics, Guidewire Policy Center, and Duck Creek is preferred Working Hours Training/Onboarding: 2 weeks during US business hours Team Meetings: Bi-weekly 1:1 Meetings: Monthly Benefits Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally renowned group Private health insurance Pension plan Paid time off Training and development Performance bonus Note: Benefits differ based on employee level. About Capgemini Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group aims to unleash human energy through technology for an inclusive and sustainable future. It employs over 340,000 team members in more than 50 countries, with revenues of €22.5 billion in 2023. #J-18808-Ljbffr