Intra-Day Analyst

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 .