Careers
Centerfield Jamaica
Join our world-class team of 2,000 employees in Kingston & Montego Bay.
We take care of our people
Family Medical Leave
Health & Life Insurance
Paid Vacation
Rewards & Recognition
Learning & Development
We’re hiring!
Functional Area
Location
Work Mode
The Opportunity
If you are a dynamic, numbers driven, personable and energetic individual capable of high-level, strategic analytical thinking and collaborative planning, then Centerfield Jamaica is interested in you!
We are seeking a high level, seasoned Contract Telesales Senior Sales Leader with a strong sense of urgency, professional, high-energy level with on-target business acumen and entrepreneurial drive to grow a direct marketing and telemarketing business. As a Contract Senior Sales Leader, you will provide leadership, guidance and direction to your team as well as demonstrate and ensure that all policies and compliance are followed and adhered to.
Furthermore, the Contract Senior Sales Leader will provide quantitative feedback to their team and other managerial personnel as necessary. If you are a competitive and motivated self-starter with excellent strategic, coaching and development skills, then Centerfield Jamaica may be the right place for you to display your talents and build a career!
Duties & Responsibilities
- •Will drive sales team managers to maximize sales with the goal of meeting and exceeding the company's SLAs.
- •Provide strategic planning & direction; the ability to execute on agreed strategies.
- •Provide leadership and manage direct reports.
- •Analyze reports and make specific recommendations to meet or exceed target goals and keep controllable costs within desired levels.
- •Meeting or exceeding Sales Volume Targets.
- •Manage and control controllable costs — Labor costs/efficiency.
Apply for this role →Required Skills, Abilities & Knowledge
- •Minimum 5 years of management experience in a call center environment.
- •3–4 years of telesales experience.
- •Ability to analyze data and reports.
- •Knowledge and/or experience with call center technologies.
- •Proficiency with Microsoft Office Suite.
- •A bachelor's degree in management or related field is an asset.
- •Must have excellent organizational, written, and oral communication skills.
- •Must have flexible availability to work any day and any hour of the week.
Purpose
The HR Compensation & Benefits Officer is responsible for designing, implementing, and managing the organization's compensation structures and employee benefits programs. The role ensures internal equity, external competitiveness, regulatory compliance, and alignment with organizational strategy to attract, motivate, and retain talent.
Compensation Management
- •Develop, review, and administer salary structures, job grading systems, and pay policies.
- •Conduct job evaluations and market salary benchmarking to ensure competitive and equitable pay practices.
- •Support annual salary review processes, including merit increases, promotions, and adjustments.
- •Prepare compensation reports, analyses, and recommendations for management.
- •Maintain job classification structures, levels, and grading frameworks, documented within HRIS and payroll systems.
- •Ensure compliance with internal controls, audit requirements, and governance standards related to compensation.
- •Prepare and submit compensation and benefits payments or deductions for the fortnightly payroll, ensuring accuracy and completeness.
Benefits Management
- •Administer and coordinate employee benefits programs, ensuring efficient delivery and compliance with applicable laws and policies.
- •Manage end-to-end benefits administration: enrollments, changes, terminations, bill reconciliation, and issue resolution.
- •Serve as the primary point of contact for benefits vendors and service providers.
- •Monitor benefits utilization, costs, and trends, and recommend program improvements.
- •Support renewal processes by coordinating data submissions and preparing comparative summaries for HR leadership.
- •Maintain benefits communications, handbooks, policies, and procedures; keep all data accurate in HRIS and payroll systems.
Health, Safety & Accident Administration
- •Coordinate administration and reporting of workplace accidents, injuries, and near-miss incidents.
- •Maintain accurate, confidential records related to incident reports, investigations, and injury claims.
- •Liaise between HR, management, employees, and external providers on health, safety, and injury matters.
- •Support workers' compensation, occupational health, and injury-on-duty claims within required timelines.
- •Track and analyze health and safety data and trends to support reviews, audits, and compliance.
- •Support return-to-work, medical accommodation, and reintegration processes.
Leave Management
- •Administer leave programs, ensuring compliance with company policies and labor legislation.
- •Record, monitor, and reconcile employee leave within HRIS and payroll systems.
- •Process leave requests, approvals, adjustments, and balances with HR, Payroll, and line management.
- •Guide employees and managers on leave entitlements, eligibility, and procedures.
- •Monitor leave usage trends and prepare reports to support workforce planning and compliance.
Education & Experience
- •Bachelor's degree in Human Resource Management, Business Administration, Finance, or a related field.
- •A minimum of 3+ years' experience in compensation, benefits, or a related HR role.
- •Practical knowledge of job evaluation methodologies and salary benchmarking.
- •Experience working with HRIS and payroll systems.
Apply for this role →Key Competencies & Skills
- •Strong analytical and numerical skills with high attention to detail.
- •Sound knowledge of labor laws and compensation/benefits best practices.
- •Confidential, ethical, and professional approach to sensitive information.
- •Excellent communication and interpersonal skills.
- •Ability to interpret data and present clear recommendations.
- •Strong planning, organization, and time-management skills.
- •Proficiency in Microsoft Excel and other MS Office applications.
- •Ability to work both independently and collaboratively, with strong conflict management skills.
The Opportunity
Centerfield is looking for a skilled Contract Talent Acquisition Specialist to drive recruitment efforts, focusing on junior to mid-level positions. You will play a key role working closely with Hiring Managers, HR, and leadership to source, engage, and hire candidates for our growing workforce, while acting as a Centerfield brand ambassador at external events. Please note that this job offer is for a one-year contract.
Roles and Responsibilities
- •Collaborate with Hiring Managers to ensure a seamless hiring process.
- •Proactively source and manage candidate pools for current and future needs.
- •Represent Centerfield at career events and foster relationships with educational and community partners.
- •Maintain the ATS and HRIS daily, ensuring accurate data tracking and compliance.
Qualifications
- •At least an Associate Degree in Business Administration or a related field.
- •Two to three (2–3) years of proven success in high-volume recruitment.
- •Strong communication skills, attention to detail, and a knack for building relationships.
- •Proficiency with Microsoft Suite and social media platforms for sourcing talent.
Apply for this role →Why Centerfield Jamaica?
- •Be part of a supportive, fast-paced environment where your ideas matter.
- •Work closely with industry professionals to bring in the best talent.
- •Grow your career while helping others achieve theirs.
Purpose
The Quality Assurance Analyst ensures that all calls meet quality and compliance standards while supporting agent development. This role requires fluency in Spanish and English to evaluate interactions across both languages and maintain alignment with client policies and procedures.
Key Responsibilities
- •Monitor and evaluate agent calls daily in both English and Spanish.
- •Meet departmental and client evaluation goals.
- •Communicate effectively with the QA team to maintain consistent processes.
- •Provide coaching and feedback to agents based on monitored calls.
- •Track and document evaluations, scores, and trends.
- •Use company software to locate and review call recordings.
- •Attend training sessions, meetings, and calibrations as needed.
- •Report daily production, scores, and trends.
- •Build strong relationships with account managers, supervisors, and team leads.
- •Complete audits and quality-related projects as assigned.
- •Ensure timely completion of high-level evaluations.
- •Maintain punctuality and reliability.
Required Skills & Qualifications
- •Fluency in Spanish and English (written and spoken).
- •Established experience in Quality Assurance and contact center environment.
- •Strong communication skills and attention to detail.
- •Ability to work in a fast-paced environment and meet performance goals.
- •Tech-savvy with intermediate computer skills.
- •Strong time management and organizational skills.
Apply for this role →Preferred Skills
- •One (1) year experience in contact center Sales.
- •Advanced Excel and intermediate PowerPoint skills.
- •Familiarity with speech analytics software.
- •Reporting and presentation skills.
The Opportunity
The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield Media. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures. One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need.
Responsibilities
- •Monitor/evaluate agent calls daily.
- •Meet departmental and/or provider evaluation goals.
- •Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity.
- •Coach and develop agents on calls monitored.
- •Track and document calls monitored, evaluation scores and trends on a daily basis.
- •Utilize company software to locate calls and listen to call recordings.
- •Attend trainings, meetings or calibrations to ensure that they are aligned (as needed).
- •Report daily production, scores, trends and other activities completed at that time.
- •Proactively establish healthy relationships with account managers, supervisors, team leads and agents.
- •Complete audit requests and quality related projects (as needed).
- •Satisfy high-level call evaluations/audits in a timely fashion.
- •Prove reliable and punctual as it pertains to attendance.
Skills/Attributes Required
- •Previous experience in Quality Assurance and contact center experience mandatory.
- •Excellent written and verbal communication skills.
- •Naturally curious and passionate with an entrepreneurial spirit.
- •Customer centric attitude.
- •Collaborative mindset.
- •Loves to learn and has the ability to be coached and mentored.
- •Ability to work in fast pace environment.
- •Desire to meet and exceed measurable performance goals.
- •Highly self-driven sense of motivation.
- •Strong time management and organizational skills.
- •Tech savvy (intermediate computer skills).
Apply for this role →Skills/Attributes Desired
- •Reporting skills.
- •Presentation skills — ability to speak to groups.
- •Excel — higher skills desired.
- •PowerPoint — intermediate skills desired.
- •Speech Analytics Software knowledge.
- •Bachelor's degree or established QA experience required.
The Opportunity
The fundamental purpose of a Quality Assurance Analyst (QA) is to ensure that quality and compliance guidelines are achieved on all calls taken from each agent at Centerfield Media. The QA will also make sure that agents, supervisors, team leads and other necessary departments are updated with client policies and procedures. One of the key objectives of a QA is to establish a transparent, professional and respectful relationship with account supervisors and team leads in an attempt to assure that agents are provided with the development and coaching that they need.
Responsibilities
- •Monitor/evaluate agent calls daily.
- •Meet departmental and/or provider evaluation goals.
- •Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity.
- •Coach and develop agents on calls monitored.
- •Track and document calls monitored, evaluation scores and trends on a daily basis.
- •Utilize company software to locate calls and listen to call recordings.
- •Attend trainings, meetings or calibrations to ensure that they are aligned (as needed).
- •Report daily production, scores, trends and other activities completed at that time.
- •Proactively establish healthy relationships with account managers, supervisors, team leads and agents.
- •Complete audit requests and quality related projects (as needed).
- •Satisfy high-level call evaluations/audits in a timely fashion.
- •Prove reliable and punctual as it pertains to attendance.
Skills/Attributes Required
- •Previous experience in Quality Assurance and contact center experience mandatory.
- •Excellent written and verbal communication skills.
- •Naturally curious and passionate with an entrepreneurial spirit.
- •Customer centric attitude.
- •Collaborative mindset.
- •Loves to learn and has the ability to be coached and mentored.
- •Ability to work in fast pace environment.
- •Desire to meet and exceed measurable performance goals.
- •Highly self-driven sense of motivation.
- •Strong time management and organizational skills.
- •Tech savvy (intermediate computer skills).
Apply for this role →Skills/Attributes Desired
- •Reporting skills.
- •Presentation skills — ability to speak to groups.
- •Excel — higher skills desired.
- •PowerPoint — intermediate skills desired.
- •Speech Analytics Software knowledge.
- •Bachelor's degree or established QA experience required.
The Opportunity
The Call Center Workforce Management (WFM) Administrator will partner with the Workforce Management team, monitors real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM administrator must exercise judgment, integrity and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization.
Responsibilities
- •Complete and manage schedule exceptions/adjustments for the company on a daily basis.
- •Ensures the accuracy and timeliness of data by responding to time-off requests, schedule changes, and other types of requests.
- •Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
- •Accurately track and manage contact center schedule adherence.
- •Conduct analysis and recommend solutions to real time performance issues.
- •Prepare daily/weekly/monthly and ad-hoc reports and distribute to Management.
- •Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
Minimum Qualifications
- •Must be at least six months in current position.
- •Must have excellent Attendance & Punctuality record.
- •Prior workforce experience is an asset.
Required Skills
- •Available to work between the hours of 6 AM – 1 AM and on weekends.
- •Ability to make sound decisions quickly in a fast-paced work environment.
- •Intermediate or above Microsoft Office (i.e. Excel, Word, PowerPoint) knowledge.
- •Strong interpersonal skills and the ability to communicate with many different levels of employees.
- •Excellent verbal and written skills; high accuracy of work; fosters open two-way communication; excellent basic math skills (addition, subtraction, division); be a problem solver; highly organized; works independently as well as with a team.
Apply for this role →Desired Skills
- •Workforce Management systems experience: Verint Impact 360, InContact, NG or similar.
- •Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources.
- •Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
The Opportunity
The Sales Trainer will be accountable for ongoing facilitation and mastery of our call center training programs. This includes product knowledge, sales closing techniques, systems training, continuing education, special initiatives, and more. They will assist as needed with Sales Operational support, while maintaining their sales and operational knowledge.
They will work closely with various department leaders in identifying needs for further agent development, as well as monitor the knowledge transition of the classroom training to productivity in an effort to meet overall business performance goals. In addition, the Sales Trainer must successfully train best practices while providing coaching, guidance, and the feedback needed to create the highest quality agents.
Required Qualifications
- •Proven experience as a Sales Trainer or in a similar role within a sales training or BPO organization (minimum 1 year preferred).
- •Associate degree in education, business, or a related field (preferred).
- •Sales certification or training accreditation is a plus.
Apply for this role →Required Skills, Abilities & Knowledge
- •Properly onboard new sales experts.
- •Report on the impact of new and existing training programs (e.g., sales achieved, agent behavioral trends, etc.).
- •Administer training for designated customer groups with the ability to deliver, project, and motivate trainees through effective training methodologies, both in group and individual classroom dynamics.
- •Collaborate with management to identify company training needs, identify performance gaps, and implement training best practices to ensure alignment with company needs.
- •Excellent verbal and written skills with experience in creating effective presentations in Microsoft Office PowerPoint.
- •Must be detail-oriented and exhibit proficiency in follow-up and time management skills.
- •Must be self-motivated, highly enthusiastic, and able to work with minimal supervision.
- •Proficiency in MS Office (Outlook, Excel, Word, and PowerPoint).
- •Ability to make sound decisions quickly in a fast-paced work environment.
- •Strong interpersonal skills and the ability to communicate with various levels of employees.
- •Excellent organizational skills and ability to demonstrate a high level of accuracy.
- •Ability to foster open two-way communication.
- •Must be a problem solver and highly organized.
- •Must have a flexible schedule to train in hours that meet business needs.
- •Ability to manage the full training cycle, including in-person activities and web-based learning.
The Opportunity
The Call Center Workforce Management (WFM) Mission Control Specialist will partner with the Workforce Management team to monitor real-time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, and documenting. An understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements, etc., is also expected. This position is also responsible for intraday analysis of call flow, together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Specialist must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization.
Responsibilities
- •Monitor real-time adherence to the schedule by production associates.
- •Monitor daily critical metrics and trigger escalation procedures when thresholds are reached.
- •Make recommendations to WFM and department leadership for overtime based on intraday data.
- •Provide intraday reporting to department leadership on KPIs and the impact of any escalation procedures.
- •Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
- •Accurately track and manage contact center schedule adherence.
- •Conduct analysis and recommend solutions to real-time performance issues.
- •Develops strong working relationships within the organization to ensure efficient and effective problem-solving and issue resolution.
Minimum Qualifications
- •Minimum of 1 year of experience in Workforce Management.
- •Must have an excellent Attendance & Punctuality record.
- •Strong analytical and organization skills.
- •Ability to plan and prioritize tasks of competing priorities.
- •Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
- •Thrives in a team-oriented environment, passionate about cross-training and sharing responsibilities.
- •Available to work day and evening hours to include one weekend day.
Required Skills
- •Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
- •Ability to do a root-cause analysis as it relates to real-time management.
- •Ability to make sound decisions quickly in a fast-paced work environment.
- •Strong interpersonal skills and the ability to communicate with many different levels of employees.
- •Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.
- •Excellent basic math skills (addition, subtraction, division).
- •Be a problem solver; highly organized; works independently as well as with a team.
Apply for this role →Desired Skills
- •Workforce Management systems experience: Verint Impact 360, InContact, NG, or similar.
- •Intermediate Excel Skills (e.g., VLOOKUP, pivot tables, sum product functions, etc.).
- •Presentation skills/ability to build and deliver succinct presentations (PowerPoint proficiency).
- •Experience using Tableau.
- •Experience with analyzing, interpreting, and summarizing complex data sets.
The Opportunity
The Call Center Workforce Management (WFM) Mission Control Specialist will partner with the Workforce Management team to monitor real-time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, and documenting. An understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements, etc., is also expected. This position is also responsible for intraday analysis of call flow, together with monitoring and adjusting staff resources to meet call volume demands and performance goals. On a regular and continuous basis, the WFM Mission Control Specialist must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost and quality of service within the organization.
Responsibilities
- •Monitor real-time adherence to the schedule by production associates.
- •Monitor daily critical metrics and trigger escalation procedures when thresholds are reached.
- •Make recommendations to WFM and department leadership for overtime based on intraday data.
- •Provide intraday reporting to department leadership on KPIs and the impact of any escalation procedures.
- •Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
- •Accurately track and manage contact center schedule adherence.
- •Conduct analysis and recommend solutions to real-time performance issues.
- •Develops strong working relationships within the organization to ensure efficient and effective problem-solving and issue resolution.
Minimum Qualifications
- •Minimum of 1 year of experience in Workforce Management.
- •Must have an excellent Attendance & Punctuality record.
- •Strong analytical and organization skills.
- •Ability to plan and prioritize tasks of competing priorities.
- •Proven ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
- •Thrives in a team-oriented environment, passionate about cross-training and sharing responsibilities.
- •Available to work day and evening hours to include one weekend day.
Required Skills
- •Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
- •Ability to do a root-cause analysis as it relates to real-time management.
- •Ability to make sound decisions quickly in a fast-paced work environment.
- •Strong interpersonal skills and the ability to communicate with many different levels of employees.
- •Excellent verbal and written skills; high accuracy of work; fosters open two-way communication.
- •Excellent basic math skills (addition, subtraction, division).
- •Be a problem solver; highly organized; works independently as well as with a team.
Apply for this role →Desired Skills
- •Workforce Management systems experience: Verint Impact 360, InContact, NG, or similar.
- •Intermediate Excel Skills (e.g., VLOOKUP, pivot tables, sum product functions, etc.).
- •Presentation skills/ability to build and deliver succinct presentations (PowerPoint proficiency).
- •Experience using Tableau.
- •Experience with analyzing, interpreting, and summarizing complex data sets.
Centerfielders live by 3 values
Our three core values govern the way we work and treat our colleagues and clients.
Continually Evolve
The game is always changing from new opportunities, challenges, and business climates. Winning players and coaches proactively adjust to an ever-changing environment, and Centerfielders are always updating our game plans.
Lead by Example
At Centerfield, we get our hands dirty and seek to understand every part of our business, our team, and the teams around us. Earning trust means diving deep, communicating clearly, leading with respect, and always treating others as we would want to be treated.
Be Great On and Off the Field
Centerfielders are positive, pragmatic, and proactive. We’re not afraid to discuss difficult topics or face issues head-on. And we do these things together.
Join the team of 2,000+ Centerfielders in our Montego Bay and Kingston offices
