Analyst I, Client Service Operations

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Role location: Hybrid (three days in-office, two days virtual)
About the team
The team is responsible for ensuring consistent service performance, operational stability, and positive client. The team focuses on real-time queue monitoring, service levels, and resource utilization, enabling proactive decision-making and rapid response to operational risks. Through data-driven insights, automation, and continuous improvement, the team partners closely with leadership, and stakeholders to maintain service excellence and meet client commitments.
What You Will Be Doing
Act as the Real-Time Analyst (RTA) for the Service Desk, monitoring queues, volumes, service levels, and agent availability to ensure SLA and KPI adherence.
Manage and coordinate day-to-day operational activities of the team, including workload balancing, real-time decision-making, and performance interventions.
Handle and lead escalations, ensuring timely resolution, effective communication with stakeholders, and root-cause identification.
Develop and maintain operational dashboards and analytics using Power BI to provide real-time and historical insights on performance, trends, and risks.
Drive continuous innovation and automation initiatives using Power Automate or other platforms to improve efficiency, reduce manual effort, and standardize processes.
Prepare and enhance executive and client-facing decks, ensuring clear storytelling, data accuracy, and professional presentation.
Create, enhance, and maintain Excel-based reports, trackers, and operational models to support decision-making and forecasting.
Deliver client reporting, including performance summaries, insights, action plans, and service improvement recommendations.
Partner with Service Desk leadership, and technology teams to identify process gaps and implement improvements.
Support change initiatives, including new tools, workflows, and reporting standards.
Ensure proper documentation of processes, reports, and automation solutions.
Perform other related duties as assigned to support operational excellence.
What You Bring
Proven experience as a Real-Time Analyst, Workforce Analyst, or Operations Analyst supporting a Service Desk or contact center environment.
Strong understanding of real-time queue management, workload balancing, SLA monitoring, and KPI performance management.
Demonstrated ability to manage and prioritize real-time operational risks, including incident spikes, staffing gaps, and service degradation.
Experience handling escalations and coordinating with leadership, technical teams, and stakeholders to drive timely resolution.
Advanced proficiency in Power BI for building real-time and historical dashboards, performance analytics, and operational insights.
Hands-on experience with Power Automate to drive process automation, reduce manual effort, and improve operational efficiency.
Strong skills in Excel for reporting, trend analysis, forecasting, and operational tracking.
Proven ability to create and enhance client-ready and executive-facing presentations using PowerPoint, with clear data storytelling.
Experience delivering client reporting, including performance summaries, insights, and service improvement recommendations.
Strong analytical, problem-solving, and decision-making skills in a fast-paced, real-time environment.
Excellent organizational and time management skills with the ability to juggle multiple priorities.
Strong verbal and written communication skills, particularly in operational, leadership, and client-facing scenarios.
What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:
Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
Competitive salary and benefits
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Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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