DL
DCX-Subcon-CGEMJP00358642-Call Center Operating
Diverse Lynx India
- Location not stated
- Mid level
- 19 hours ago
- Change Management
- Genesys
- Salesforce
- SQL
- Power BI
- Tableau
19 hours ago
Job Description – Call Center Operations (Offshore) – NICE & Calabrio
Client & Location
Client: Norwegian Cruise Line Holdings (NCLH)
Location: Offshore
Role Type: Managed Services / Application Support (L2/L3)
Role Summary
We are seeking an experienced Call Center Operations Analyst (Offshore) to support NICE and Calabrio platforms within NCLH's contact center ecosystem. The role focuses on operational support, configuration, analytics, and continuous improvement.
Key Responsibilities
- Provide L2/L3 support for NICE (Workforce Management) and Calabrio (Quality, Recording, Analytics)
- Support incident, problem, and change management
- Manage WFM forecasting, scheduling, and agent updates
- Configure QA scorecards and call recording workflows
- Generate reports on performance and quality metrics
- Support integrations with Genesys and Salesforce
- Participate in KT sessions and document SOPs
- Drive continuous improvement initiatives
- NICE (Workforce Management)
- Calabrio (Quality & Analytics)
- Call center operations (WFM, QA, reporting)
- Strong troubleshooting and communication
- Experience with CCaaS platforms (Genesys, NICE CXone)
- Exposure to speech analytics / AI tools
- SQL / Power BI / Tableau
4–8+ years in contact center operations or WEM platforms with offshore support experience
Success Metrics
- SLA adherence
- System uptime
- Accuracy of reporting and schedules
- Reduction in issues and escalations
DCX-Subcon-CGEMJP00358642-Call Center Operating · Diverse Lynx India