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.
• Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommend adjustments, as necessary.
• Develops and maintains representatives' skill profiles to facilitate best available resource call routing
• Facilitates and develops the capacity-planning model.
• Provide ad hoc reports upon request

What You'll Need

Knowledge and Experience

• Bachelor’s degree or equivalent in a related field
• Experience with Cisco ACD reporting and administration
• Proficient in SQL queries
• Graphic design skills
• Minimum of 3 years Contact Centre experience
• Knowledge of at least one major workforce management software application
• Excellent oral and written communication skills.
• Strong communication , analytical and report writing skills
• Proficient in MS Office
• Track record of undertaking challenging projects and delivering on time

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why Join Us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws

#LI-PW1

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.
• Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommend adjustments, as necessary.
• Develops and maintains representatives' skill profiles to facilitate best available resource call routing
• Facilitates and develops the capacity-planning model.
• Provide ad hoc reports upon request

What You'll Need

Knowledge and Experience

• Bachelor's degree or equivalent in a related field
• Experience with Cisco ACD reporting and administration
• Proficient in SQL queries
• Graphic design skills
• Minimum of 3 years Contact Centre experience
• Knowledge of at least one major workforce management software application
• Excellent oral and written communication skills.
• Strong communication , analytical and report writing skills
• Proficient in MS Office
• Track record of undertaking challenging projects and delivering on time

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we're growing. We're excited about the future as we strive to unlock opportunities in the region

Why Join Us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws

#LI-PW1