Workforce Analyst - Immediate Hire - St. James

Our client is one of the leading BPO Providers in Montego Bay, St. James. On their behalf, we are hiring a Workforce Analyst to join the team in Montego Bay.

The Workforce Analyst is responsible for managing intraday/real-time management processes in support of operations to achieve business service level objectives and maximize efficiency and occupancy. Also required to prepare analytical reports on the centers and agents’ performance.

KEY FUNCTIONS AND DUTIES:
a) Manage intraday staffing levels to meet forecast requirements and communicate identified risks to management and other analysts.
b) Monitor real-time ACD agent work state and adherence alerts.
c) Liaise with external clients’ WFM and operations teams through various media.
d) Serve as the first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
e) Administration of call-in line and communicate agent call-ins to support teams in real-time.
f) Manage call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
g) Track, analyze, and report center and agents’ performance with reports showing a performance by intervals, days, weeks, months, years, and agent, teams, skills, and centre.
h) Fill in overtime and under-time availability.
i) Participate in scheduled staffing review meetings with management and forecast/ schedule analysts detailing previous and current week’s.  performance and forecasted performance for the remainder of the week, while identifying risks.
j) Manage employee information changes in database records and WFM software.
k) Manage proactive approval and denial of discretionary activities, vacation, training, and meetings.
l) Propose changes when current forecasts have consistently high levels of deviation from actual.
m) Prepare payroll data for processing.
n) Oversee proper use and deployment of fixed assets on the production floor and maintain an inventory that is reviewed daily.
o) Perform other duties as assigned.

JOB SPECIFICATION / COMPETENCIES
Required Qualifications:
- Bachelor’s Degree in Mathematics, Business Studies/Administration or related field (preferred)- or
- Secondary Level Education with demonstrated experience.

Required Experience:
- Minimum 2 years of knowledge and experience with workforce scheduling tools and staffing models including MS Excel spreadsheets, and scheduling.
predictions; data and trend analysis; graphing and data presentation.

Required Competencies:
- Proficiency in the use of computer software applications including Microsoft Word, Excel, and PowerPoint
- Good supervisory and motivational skills
- Excellent teamwork and interpersonal skills
- Strong mathematical background
- 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 at planning and coordinate activities
- 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 and public holidays) as required to handle job activities and responsibilities.