Workforce Analyst - B2B Contact Centre (Montego Bay)

**What's The Role**

This is a regional position responsible for all reporting needs for the Contact Centre as well as providing the Leadership Team with intelligence regarding product performance, call drivers, call statistics and agent performance which will be used to make higher level decisions. This role is accountable for the planning, forecasting, scheduling, and real-time monitoring of contact center performance.

**THIS ROLE IS LOCATED IN MONTEGO BAY, JAMAICA.**

**What You'll Do**

+ Develop the operational report templates to be used by the site  

+ Use SQL commands to create customized reports 

+ Ensures staff is proactively adjusted to meet fluctuations in call volume and resources. 

+ Oversee the creation of forecast and schedules for LOBs 

+ Monitors the effectiveness and efficiency of the scheduling in aligning company-wide processes and procedures to achieve call center goals/metrics. 

+ Monit...