Workforce Analyst - B2B Contact Centre (Montego Bay)

Role overview

This position serves the region by handling the reporting needs of the contact centre and by giving the leadership team insights into product performance, call drivers, call volumes, and agent productivity. The role also owns planning, forecasting, scheduling, and live monitoring of contact centre performance to support higher-level operational decisions.

The job is based in Montego Bay, Jamaica.

Key duties

• Create and maintain operational report templates for site use.
• Build tailored reports by running SQL commands.
• Adjust staffing proactively to match changes in call demand and available resources.
• Lead the development of forecasts and schedules for lines of business.
• Review how well scheduling practices support company processes and contact centre targets.
• Track real-time, daily, and monthly performance reports against schedule adherence and service level goals, and suggest changes when needed.
• Maintain agent skill profiles to support effective call routing to the most suitable available resource.
• Support and refine the capacity planning model.
• Prepare ad hoc reports when requested.

Knowledge and experience

• A bachelor’s degree, or an equivalent qualification, in a relevant field is required.
• Applicants should have experience with Cisco ACD reporting and administration.
• Strong SQL query capability is necessary.
• Graphic design ability is also expected.
• A minimum of 3 years of contact centre experience is required.
• Familiarity with at least one major workforce management software platform is needed.
• Excellent spoken and written communication skills are essential.
• The role calls for strong analytical ability and report-writing skills.
• Proficiency in Microsoft Office is required.
• Applicants should have a history of handling demanding projects and completing them on schedule.

About the company

Liberty of Puerto Rico is part of a leading telecommunications group serving more than 40 markets across Latin America and the Caribbean with video, broadband internet, telephony, and mobile services. Its consumer brands include VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. The organization has grown from a small start-up into a company focused on expanding opportunities across the region.

Why this opportunity stands out

The company emphasizes technology, innovation, and customer impact. Its teams work together to improve how customers connect, work, live, and play, while helping the business grow through a shared vision, one culture, and one team.

Equal opportunity statement

Liberty Latin America offers equal employment and advancement opportunities to all colleagues and applicants, without discrimination based on 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 or childbirth, race, religion, sexual orientation, or any other legally protected category.