• Kingston, JAM
  • Contract

We are looking for persons to temporarily join our itel Family at our Kingston location as Real Time Analysts!

  • Are you highly analytical and have a keen eye for details?
  • Are you able to work on your own initiative?
  • Do you respond positively to pressure?

JOB SUMMARY: The Real Time Analyst is responsible for all WFM tasks within the Company. The key responsibilities will include monitoring the service levels, occupancy and contact volume of the phone operations department and analyzing staff trends to ensure daily resource coverage.


  • Maintain constant communication with Operations teams to provide recommendations for staffing adjustments and reassignments
  • Manage the distribution of call volume and workloads for all work streams
  • Process schedule trade requests for posted schedules
  • Analyze PTO submission and reconcile attendance with employee timesheets against schedule and time in/time out reporting
  • Perform continual analysis of performance and conduct forecasting to make necessary adjustments according to Company standard
  • Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
  • Meet and exceeds operational and business needs with the goal of providing exceptional service while optimizing revenue and productivity in a cost-effective environment


  • Excellent written and verbal communication skills
  • Excellent problem analysis, problem-solving skills and ability to be creative in solving technical problems.
  • Strong problems solving skills with the ability to proactively identify and prevent potential problems.
  • Highly goal oriented and results driven to ensure meeting department goals
  • Ability to focus on deadlines and deliverables with strong organizational and multitasking skills


  • Meet all job specifications for the role
  • Education: High school Diploma or Associate's Degree
  • 1-3 years experience in a similar role with at least 1 year experience in call center environment
  • Prior knowledge of CMS, RTA, WFM software and call routing systems
  • Proficient in Microsoft Office particularly Excel with knowledge of Excel formulas for creating and updating spreadsheets
  • Minimum of 5 CSEC passes including Mathematics and English with a grade 1 or 2 or equivalent level

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