Job Description & Skills/Qualifications Required
The Role - Contact Centre Performance Analyst - Suva
The Workforce Planning & Insights Analyst plays a critical role in optimizing global contact centre performance by bridging business needs with technical solutions. Key responsibilities include accurately forecasting contact volumes and staffing requirements, optimizing resource allocation, and ensuring service levels are maintained in line with contractual agreements. The role involves analysing operational data to generate actionable insights, producing high-quality statistical reports, and supporting strategic decision-making through efficient scheduling. Additionally, the Workforce Planning & Insights Analyst contributes to continuous service improvement, evaluates new business opportunities, and collaborates with internal and external stakeholders to promote operational excellence across all centres. This position is essential to enhancing the overall effectiveness and sustainability of the business.
Key responsibilities
Real-Time Operations
- Monitor live contact center activity and adjust staffing to maintain service levels.
- Track agent adherence and queue performance, making intraday schedule adjustments.
- Communicate staffing needs and performance concerns to team leads.
- Provide real-time insights from Voice of Customer (VOC) and share emerging trends.
- Produce daily “End of Day” reports highlighting schedule exceptions and performance metric.
Reporting & Analytics
- Design, maintain, and enhance dashboards and reporting tools.
- Analyze KPIs and performance trends to support operational and strategic decisions.
- Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy.
- Ensure timely and accurate delivery of daily, weekly, and ad hoc reports.
- Provide feedback and recommendations for continuous improvement.
Key Performance Indicators (KPIs)
- Intraday service level maintenance
- Real-time adherence monitoring
- Response time to staffing alerts
- Report accuracy and timeliness
- Dashboard utilization rate
- Stakeholder satisfaction with insights
Essential Skills & Experience :
Commercial Focus
- Strategic Perspective: Aligns decisions with business needs.
- Commercial Orientation: Understands financial and operational impacts.
- Innovation: Proposes and implements new ideas.
Action Orientation
- Drive: Perseveres and adapts under pressure.
- Self-Confidence: Demonstrates initiative and flexibility.
- Decisiveness: Solves problems using sound judgment.
Customer Service
- Service Orientation: Builds rapport and handles complaints effectively.
- Building Relationships
- Integrity: Acts professionally and supports others.
- Teamwork: Collaborates and influences positively.
- Interpersonal Sensitivity: Respects diverse viewpoints and communicates thoughtfully.
Work Standards
- Organization: Manages time and priorities effectively.
- Responsibility: Adheres to policies and communicates reliably.
Application Process
For more details and to apply for the job, please refer to the link below or scan the QR Code.
Applications close on: Friday 1 May 2026
Job Functions
Industry
The company currently employs in excess of 2,000 employees globally: Centrecom Malta comes with brand new premises that cater for 450+ workstations; Centrecom Fiji has a newly expanded location which caters for 200 workstations; and Centrecom offices in the USA, Australia, New Zealand, Libya and Morocco, cater for an additional 100 workstations.
Our dynamic team, together with the global reach of our offices’ location, remain our most valuable asset, allowing us the flexibility to cater for a 24/7 cost-effective solution bringing together a range of quality-driven services. We assure the highest levels of proficiency by employing high quality employees that are either native speakers or second language speakers, and have all the required skillset to support our clients across the different business sectors.