Real Time Analyst (On-Site, Montego Bay)

About the role

itel is hiring a Real Time Analyst (on-site in Montego Bay) for its Workforce Management team. The analyst manages real-time service level performance and staffing interval compliance across all contact channels, keeping agents on schedule and deploying mitigation strategies when targets fall short. The role also covers contingency plans for outages and cross-functional recovery.

Key responsibilities

• Distribute intraday and daily service KPI reports with commentary to stakeholders
• Manage real-time agent adherence to schedule and log schedule exceptions
• Monitor all contact types and act on understaffing or overstaffing, using agent re-skilling, PTO/VTO arrangements and overtime
• Process ticket requests within internal SLAs and complete daily testing of customer portals per channel
• Investigate and file tickets on system outages and coordinate with IT teams to reduce downtime
• Maintain RTA SOP documentation and recommend performance improvements, including training and shift bidding needs
• Update schedules according to guidelines and approve or revoke overtime within performance bounds
• Redeploy auxiliary resources (agents, leaders, support staff) at short notice and follow up on process breaches

Required profile

• Associate degree in a business or statistics-related field preferred, or equivalent work experience
• Ability to work independently, handle multiple priorities and adapt to change
• Open to working all hours, including weekends

Required skills

• Strong Microsoft Office skills, with emphasis on Excel
• Experience with ACD and Workforce Management contact center tools
• Experience in real-time monitoring, scheduling or forecasting