Workforce Administrator – Call Center (Montego Bay)

About the role

Centerfield is seeking a Call Center Workforce Management Administrator for its Montego Bay location. The role monitors real‑time inbound call traffic, ensures service levels, and adjusts staffing to meet demand.

Key responsibilities

• Complete and manage schedule exceptions/adjustments daily.
• Respond to time‑off requests and schedule changes to ensure data accuracy.
• Monitor real‑time and intra‑day activities to meet operational goals.
• Track and manage contact‑center schedule adherence.
• Conduct analysis and recommend solutions to performance issues.
• Prepare and distribute daily, weekly, monthly and ad‑hoc reports.
• Build strong working relationships for efficient problem solving.

Required profile

• Minimum six months experience in the current role.
• Excellent attendance and punctuality record.
• Prior workforce management experience is a plus.
• Availability to work between 6 AM – 1 AM and on weekends.

Required skills

• Verint Impact 360 (or similar WFM system).
• InContact (or similar).
• NG (or similar).
• Advanced Microsoft Excel – formulas, pivot tables, data imports/exports.
• Microsoft Word and PowerPoint.