Real Time Analyst/Workforce in Montego Bay at ACT

Date Posted: 10/2/2019

Job Snapshot

  • Employee Type:
  • Location:
    Montego Bay
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:

Job Description


Responsible for generating and analyzing reports and scheduling offline activities in an effort to help the call center reach service level goals by performing the following duties.


All areas of responsibility listed below are essential to the satisfactory performance of this position by any/all incumbents, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in 'other related duties as assigned':

Generate forecasts based off client-provided data or historical performance.

• Create and maintain schedules for multiple projects. Suggest changes to site leadership to better meet staffing requirements as needed.

• Maintain a team roster/headcount report.

• Maintain a seating availability report.

• Track absenteeism, time-off, request forms, and deviations.

• Generate reports to show individual attendance.

• Communicate schedules, reports, and issues in a timely and accurate manner.

• Complete special projects in a timely and accurate manner to meet company project goals.

• Provides feedback to the Executive Team, Site Director, Managers and Supervisors of Operations.

Previous Workforce experience, and one year of experience working in a call center strongly preferred.


This position will require flexibility in scheduling from 7:00 am to 7:00pm Monday-Friday. Occasional weekend work may be needed depending on business needs. This job is full-time.


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