Real Time Analyst (On-site Montego Bay)

About the role

The Real Time Analyst will oversee day‑to‑day workforce management activities for the Montego Bay contact centre, ensuring real‑time adherence, scheduling and forecasting needs are met across both sites.

Key responsibilities

• Allocate agent resources to meet service level, occupancy and adherence targets using call management and scheduling tools.
• Monitor real‑time adherence of the contact centre schedule.
• Communicate with forecasters and schedulers about intraday performance, changes and attrition.
• Document technical interruptions or outages and escalate to appropriate support teams.
• Provide timely intra‑day, daily, weekly and monthly reports on service levels and staffing variances.
• Track and analyse agent performance trends and share insights with supervisors and management.
• Respond to leadership emails and internal phone inquiries within agreed SLAs.
• Identify process improvements and recommend actionable changes.
• Prepare billable hours for invoicing at period end.
• Examine and improve business reports, creating synopses that highlight opportunities, successes, concerns and action plans.