Operations Manager & Workforce Manager (Separate roles)
Contax 360 BPO Solutions
- Hanover / St. James / Westmoreland
- Not disclosed
- Permanent full-time
- Updated 12/01/2026
- Recruiter
The Operations Manager oversees and coordinates staff workflows, ensuring compliance with all policies and procedures. The Workforce Manager manages intraday and real-time processes to support operations and meet business service level targets.
Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks experienced, qualified and professional individuals to join our team.
Now Hiring for our Montego Bay Office:
OPERATIONS MANAGER
KEY FUNCTIONS AND DUTIES INCLUDE:
- Set and monitor daily, weekly and monthly goals and develop best methods and strategies for reaching those goals. This involves generating reports and analysis of Department’s Activity - regularly reporting the department’s progress and statistics; performed each week or on a monthly basis, and often requires knowledge of statistics and data analysis. Presentation of information to Director and/or client to highlight trends or achievements.
- Ensure that targets are delivered through people management, performance review and reward and recognition.
- Responsible for teams meeting identified Key Performance Indicators (KPIs) and coach and counsel supervisors to KPI success.
- Hires, trains, schedules and balances work load to maximize staff productivity and meet established SLAs & KPIs.
- Make recommendations and collaborate with the Director of Operations (DOO) to ensure and support proper staffing to meet service levels and other KPI measurements.
- Compiles statistics, interprets data and takes appropriate action to support goals (KPIs) with the support of the DOO.
- Interacts with the DOO, vendor and client to communicate trends and customer feedback to facilitate resolution.
REQUIRED QUALIFICATIONS AND EXPERIENCE:
- Associate Degree preferred.
- 3-5 years Call Center Management experience.
- Strong experience in Customer Service.
REQUIRED COMPETENCIES:
- Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
- Demonstrated proficiency in Microsoft Office applications.
- Strong negotiation, interpersonal, written and oral communication skills.
- Exceptional ability to develop and manage results oriented programs.
- Strong analytical, interpersonal and problem solving skills.
- Excellent time management.
- Ability to plan and coordinate activities effectively and demonstrate tact, confidentiality and professionalism in the execution of duties.
WORKFORCE MANAGER
JOB OBJECTIVE
Responsible for managing all intraday/real-time management processes in support of operations to achieve business service level objectives.
KEY FUNCTIONS AND DUTIES:
- Oversee the centralized Workforce forecasting team.
- Analyze reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency.
- Proactively provide scheduling analysis, recommendations for improvement, including headcount requirements, long-term planning, scheduling and bidding strategies, staffing strategies.
- Manage proactive approval and denial of scheduled shrinkage such as vacations, VTO, LOA.
- Lead staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance while also identifying risks.
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage performance to service level requirements.
- Recognize and recommend operational and support improvements.
- Facilitate development of WFM team and exposure to industry improvements, skills and standards.
REQUIRED QUALIFIATIONS AND EXPERIENCE:
- Bachelor’s degree (BA or BSC- Business Administration or Computer Science) from a recognized tertiary institution.
- Minimum of 2 years experience in a similar position (with demonstrated track record).
REQUIRED COMPETENCIES:
- In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
- Strong knowledge of call center principles and performance metrics/reporting.
- Demonstrated proficiency in Microsoft Office applications especially Excel.
- Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.
ADDITIONAL REQUIREMENT
- Ability to work a flexible schedule (including weekends and public holidays)
All applicants must have a valid Government issued photo ID, NIS & TRN.
Successful candidates must be able to furnish a police record and pass an employment background check.
