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Real Time Analyst - Kingston or Montego Bay, Jamaica

Contax360 BPO Solutions Inc, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization;  seeks experienced, qualified and professional individual to join our team.

Now hiring for the following position at our Kingston or Montego Bay Office:

REAL TIME ANALYST

JOB SUMMARY

Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

KEY FUNCTIONS AND DUTIES

  • Update attendance log based on voicemails or calls received
  • Collaborate with team to recommend processes to meet the needs of the business
  • Manage schedules and off the phone time across the Solutions Center
  • Monitoring real time adherence to assist with meeting Service Level goals
  • Partner with Workforce Management Analysts to forecast call volume and make staffing adjustments as needed
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Assumes and performs other duties and responsibilities not specifically outlined herein.

JOB SPECIFICATION / COMPETENCIES

 

Required Qualifications:

 

  • College level preferred with mathematical or statistical course work.

 

Required Experience:

 

  • Minimum of one (1) year of experience in trend analysis
  • Minimum of one (1) year of WFM experience in a multi-channel call center environment
  • Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required

 

Required Competencies:

 

  • Proficiency in the use of computer software applications including Microsoft Word, Outlook, Excel and PowerPoint
  • Excellent teamwork and interpersonal skills
  • Strong analytical and problem solving skills.
  • Ability to work under pressure and without constant supervision
  • Excellent oral and written communication skills
  • Ability to work on own initiative
  • Ability to demonstrate tact, confidentiality and professionalism in the execution of duties

 

Special Conditions Associated with the Job:

    • Required to work various hours / days (including weekends) as required to handle job activities and responsibilities.

Only short-listed applicants will be contacted

 

 

Please read carefully before signing.

Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.

I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.

I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.

ELECTRONIC SIGNATURE NOTICE AND CONSENT

This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).

Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.

Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.

Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.

Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.

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