We are looking for persons to join our itelbpo Smart Solutions Family at our Montego Bay and Kingston locations asWorkforce Analyst!
Are you highly analytical and have a keen eye for details?
Are you able to work on your own initiative?
Do you respond positively to pressure?
The Workforce Analyst is responsible for all WFM tasks within the Company. The key responsibilities will include monitoring the service levels, occupancy and contact volume of the phone operations department and analyzing staff trends to ensure daily resource coverage.
Responsibilities
Maintain constant communication with Operations teams to provide recommendations for staffing adjustments and reassignments
Manage the distribution of call volume and workloads for all work streams
Process schedule trade requests for posted schedules
Analyze PTO submission and reconcile attendance with employee timesheets against schedule and time in/time out reporting
Perform continual analysis of performance and conduct forecasting to make necessary adjustments according to Company standard
Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost effective environment
Experience Required
1-3 years experience in a similar role with at least 1 year experience in call center environment
Prior knowledge of CMS, RTA, WFM software and call routing systems
Proficient in Microsoft Office particularly with Access and Excel with knowledge of Excel formulas for creating and updating spreadsheets
FUNdamental Skills
Education: High school Diploma or Associate's Degree
Minimum of 5 CSEC passes in Mathematics and English having a grade 1 or 2 or equivalent level
Excellent written and verbal communication skills
Excellent problem analysis and problem-solving skills
Strong organizational and multitasking skills
Strong problems solving skills with the ability to proactively identify and prevent potential problems.
Highly goal oriented and results driven to ensure meeting department goals
Must be 18 years and older
Must possess a valid Jamaican ID (Passport, National ID or Driver's License)
YOUR TIME...OUR TIME
This is a full-time career with growth potentials.
Flexibility is key as this roles operates days, nights, holidays and weekends.
This position is most easily accessible for candidates in Montego Bay and surrounding areas.
Joining the itel family, you will experience ....
Excellent supervisory support - to help both you and us achieve excellent results
Opportunity for advancement-75% of our leaders, managers, and operational personnel started their careers in this entry level position
Competitive Salary
Health and Life Insurance
Lunch benefits
Free Transportation
Free Wi-Fi
Beautiful location, cafeteria onsite, Chill room, friendly staff
A fun environment! Werespectour employees and strive to make our environment exciting.
#FunBeginsHere
