itelBPO Smart Solutions
  • Montego Bay, JAM
  • Full Time

Free Wi-Fi, Lunch benefits, Health and Life Insurance, Paid Training

We are looking for persons to join our itelbpo Smart Solutions Family at our Montego Bay location as Workforce Analyst!

  • 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?

The Workforce 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

Experience Required

  • 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 with Access and Excel with knowledge of Excel formulas for creating and updating spreadsheets

FUNdamental Skills

  • Education: High school Diploma or Associate's Degree
  • Minimum of 5 CSEC passes in Mathematics and English having  a grade 1 or 2 or equivalent level
  • Excellent written and verbal communication skills
  • Excellent problem analysis and problem-solving skills
  • Strong organizational and multitasking skills
  • 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
  • Must be 18 years and older
  • Must possess a valid Jamaican ID (Passport, National ID or Driver's License)


  • This is a full-time career with growth potentials.
  • Flexibility is key as this roles operates days, nights, holidays and weekends.
  • This position is most easily accessible for candidates in Montego Bay and surrounding areas.

Joining the itel family, you will experience ....

  • Excellent supervisory support - to help both you and us achieve excellent results
  • Opportunity for advancement -75% of our leaders, managers, and operational personnel started their careers in this entry level position
  • Competitive Salary
  • Health and Life Insurance
  • Lunch benefits
  • Free Transportation
  • Free Wi-Fi
  • Beautiful location, cafeteria onsite, Chill room, friendly staff
  • A fun environment! We respect our employees and strive to make our environment exciting.


itelBPO Smart Solutions
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