Kingston,
Jamaica
About Us:
We are The
Jamaica National Group Limited, representing a globally respected brand, boldly
finding ways to enrich lives and build better communities. Our core values make
us who we are and are demonstrated in everything we do; rooted in RESPECT we believe-e
our everyday jobs contribute to something bigger than ourselves. We are
dependable and pride ourselves in our authenticity and in the transparent
solutions we create that bring value to our customers.
Are you
passionate about using data to drive operational performance? Total Credit
Services Ltd. is looking for an analytical and proactive Intraday
Analyst to monitor real-time contact centre performance, identify emerging
trends, and recommend actions that help achieve service, productivity, and
customer experience targets.
What you'll
do
- Monitor real-time operational performance across
contact centre channels.
- Manage intraday staffing adjustments to align
resources with demand.
- Analyse forecast variances and prepare performance
reports with actionable insights.
- Coordinate responses to operational disruptions and
support business continuity.
- Partner with operational leaders to improve
performance through data-driven decision-making.
What success
looks like
- Real-time performance risks are identified and
addressed promptly.
- Staffing adjustments are implemented quickly to meet
service targets.
- Accurate, timely reporting supports operational
decision-making.
- Resources are optimized to deliver consistent
customer service.
What you'll
need
- At least 3 years' experience in workforce
management, operations analysis, business analytics, contact centre
operations, or a similar analytical role.
- Advanced Microsoft Excel skills.
- Experience using workforce management and business
intelligence tools.
- Strong analytical, communication, problem-solving,
and stakeholder management skills.
- Ability to thrive in a fast-paced, performance-driven
environment.
This full-time position offers a 1-yr contract with the possibility for renewal, is based in Kingston,
with work scheduled on a shift basis, including occasional weekends and public
holidays.
Ready to
make an impact? Apply today and help shape real-time operational
performance through data-driven insights.
Application
deadline: July 12, 2026.
Skills Required
- At least 3 years of experience in workforce management, operations analysis, business analytics, contact centre operations, or a similar analytical role
- Advanced Microsoft Excel skills
- Experience using workforce management and business intelligence tools
- Strong analytical, communication, problem-solving, and stakeholder management skills
- Ability to work in a fast-paced, performance-driven environment
What We Do
The Jamaica National Group Limited is a Jamaican financial-services group whose member companies include JN Bank, Total Credit Services, JN Life Insurance, and MC Systems. Through banking, credit, insurance, and ICT-related businesses, it serves personal and business customers. The group presents itself as a globally respected brand committed to enriching lives, developing employees, and creating opportunities through its connected companies.
