Workforce Management Analyst

About Iterum Connections

Iterum Connections is a nearshore contact center and outsourcing company focused on delivering comprehensive business process outsourcing services. The organization provides omnichannel and multilingual customer support designed to ensure smooth and scalable customer engagement across diverse industries worldwide. They integrate AI-driven tools to enhance service delivery effectiveness across different channels and time zones.

Role Overview

The Workforce Management Analyst position is a full-time role located onsite in Kingston, Jamaica. This role focuses on anticipating call volumes and workload demands, creating and adjusting staff schedules accordingly, and monitoring live performance data to ensure adequate staffing aligns with service goals. Utilizing workforce management platforms like eWFM, the analyst tracks schedule adherence, evaluates operational trends, and proposes adjustments to maximize efficiency.

Key Responsibilities

• Forecast inbound call volumes and workload patterns to guide staffing decisions.
• Design, implement, and modify workforce schedules to meet operational needs.
• Monitor real-time adherence and performance metrics using eWFM tools.
• Create and distribute detailed reports on workforce performance and staffing levels.
• Collaborate closely with operations teams and management to resolve any staffing shortfalls.
• Communicate schedule changes, performance results, and workforce plans clearly to supervisors and teams.
• Support initiatives aimed at improving service quality and workforce productivity continually.

Required Qualifications and Skills

• Strong capability in data analysis, trend interpretation, and problem-solving flexibility.
• Experience in workforce management and planning within contact center or BPO settings.
• Proficient use of eWFM or equivalent workforce management and reporting software.
• Effective oral and written communication to translate complex insights into actionable recommendations.
• Highly organized with an eye for detail, capable of handling multiple priorities simultaneously.
• Advanced skills in Excel and familiarity with other data visualization or analytical tools.
• Previous exposure to contact center operations and customer service environments preferred.
• Bachelor’s degree in disciplines such as Business, Mathematics, Statistics, or Operations Management, or comparable professional experience.
• Willingness and ability to work onsite in Kingston within a dynamic, metrics-focused workplace.