Intraday Analyst

Summary

The intraday analyst is responsible for monitoring contact centre staffing and workload on a real time basis to identify the need for any adjustments. The operations covers TCS Contact Centre site(s) and covers the associated hours of operations supporting Outbound and Inbound queues. The objective of the position is to optimize service and consistency in results to ensure the most efficient use of the staffing resources balanced with maximum employee retention.

Responsibilities

• • Review the prior day’s ACD statistics fed into the WFM system to ensure accuracy and separation of event-driven workload from the normal workload for forecasting purposes.
• • Establish and maintain a database of performance impacting issues and events
• • Manage internal transaction queues and ensure that the various service level agreements across all related campaigns/programmes are met
• • Prepare weekly analysis reports
• • Work closely with the operations team to ensure timely update of agents’ schedules with requested activities or changes
• • Provide analyses that identify opportunities for change that will improve operational efficiency, consistency of results and/or employee satisfaction.

Required Skills

• • Excellent listening and comprehension skills coupled with creative problem-solving skills
• • Excellent interpersonal skills
• • Sound written, and oral communication skills
• • Logical and efficient, with keen attention to detail
• • Ability to effectively execute tasks while under pressure
• • Strong team skills, self-motivated, flexible and have a positive attitude
• • Strong customer service orientation

Qualifications

• • Minimum of one year of experience working in a call centre environment
• • High School diploma, five CXC subjects including Mathematics.
• • Ability to communicate complex concepts effectively with keen attention to detail
• • Demonstrated knowledge of computer basics including Microsoft- Excel, Powerpoint and Outlook.

Additional Information and Instructions

CLOSING DATE FOR APPLICATIONS: June 3, 2025

About Total Credit Services (TCS) Limited

TCS is part of the Jamaica National Group, a globally respected brand committed to enriching lives and building better communities. Grounded in our core values and rooted in RESPECT, we believe every job we do contributes to something greater. We pride ourselves on being dependable, authentic, and transparent while delivering solutions that bring true value to our customers.

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