Uncapped Performance-Based Incentive
Your effort = your earnings--no limits.
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
Here's to extra paid time off when your family needs you.
Health and Life Insurance
Stay protected with comprehensive coverage--premiums on us.
Paid Vacation
Log off and recharge--on full pay.
Rewards and Recognition
We celebrate your wins--big and small, with prizes and giveaways.
Learning and Development
We invest in your potential. Level up and own your future.
Onsite Healthcare
Immediate access to care while on the job--your health shouldn't wait.
Employee Referral Bonus
Help us build stronger teams. Get rewarded.
Discounted Gym Membership
Better health--because performance starts with how you feel.
We’re hiring!
Functional Area
Location
Work Mode
The Opportunity
As an Inbound Call Center Agent, you will use a customer-focused, consultative sales process to educate customers and help them find the products and services that best fit their needs.
Essential Duties
- •Use a customer-focused, consultative sales process to educate customers on what products and services will best fit their needs.
- •Respond to inbound phone calls and sales inquiries in a timely, efficient, and professional manner.
- •Maintain expert-level knowledge of the features and business applications of the company's product line.
- •Perform other related duties as required.
Required Skills, Abilities & Knowledge
- •Excellent telephone and personal demeanor.
- •Excellent organizational, written, and oral communication skills.
- •Ability to describe and remotely demonstrate products and match their advantages to customer needs.
- •Ability to handle multiple projects simultaneously.
- •Working knowledge of Microsoft Office.
- •Ability to work cooperatively on a team with other inside sales representatives.
- •Flexible availability to work any day and anytime of the week.
Apply for this role →What We Offer
- •Advanced, dynamic sales training.
- •Performance-based advancement.
- •Uncapped performance incentive structure with unlimited earning power.
- •Competitive and achievable incentive and bonus structures.
- •Paid vacation.
- •Discounts from local partner vendors.
- •100% free health insurance.
The Opportunity
As an Inbound Call Center Agent, you will use a customer-focused, consultative sales process to educate customers and help them find the products and services that best fit their needs.
Essential Duties
- •Use a customer-focused, consultative sales process to educate customers on what products and services will best fit their needs.
- •Respond to inbound phone calls and sales inquiries in a timely, efficient, and professional manner.
- •Maintain expert-level knowledge of the features and business applications of the company's product line.
- •Perform other related duties as required.
Required Skills, Abilities & Knowledge
- •Excellent telephone and personal demeanor.
- •Excellent organizational, written, and oral communication skills.
- •Ability to describe and remotely demonstrate products and match their advantages to customer needs.
- •Ability to handle multiple projects simultaneously.
- •Working knowledge of Microsoft Office.
- •Ability to work cooperatively on a team with other inside sales representatives.
- •Flexible availability to work any day and anytime of the week.
Apply for this role →What We Offer
- •Advanced, dynamic sales training.
- •Performance-based advancement.
- •Uncapped performance incentive structure with unlimited earning power.
- •Competitive and achievable incentive and bonus structures.
- •Paid vacation.
- •Discounts from local partner vendors.
- •100% free health insurance.
The Opportunity
The Helpdesk Administrator will lead a modern, cloud-first IT operations function and ensure seamless end-user technology services across Microsoft 365 device management, IT service management, identity and access, and vendor operations.
As a site leader, you will drive operational excellence across the service desk, device provisioning, and lifecycle management while partnering with engineering and security teams on scalable, secure, and user-centric technology solutions.
Technical Proficiency
- •Strong Windows 10/11 troubleshooting skills; macOS support experience is preferred.
- •Strong Microsoft 365 administration knowledge, including Intune, Autopilot, Outlook, Teams, OneDrive, and SharePoint.
- •Experience with PC image management, application deployment, inventory, and enterprise endpoint management tools.
- •Familiarity with Active Directory Group Policy, Entra ID, identity and access management, and multifactor authentication.
- •Understanding of TCP/IP, DNS, DHCP, VLANs, LAN/WAN, Wi-Fi, and VPN configurations.
- •Experience deploying and troubleshooting endpoint security solutions and managing patches, vulnerabilities, and assets.
Responsibilities
- •Serve as the primary IT contact for local users and manage projects through delivery.
- •Lead the local service desk and continuously improve incident and service-request resolution.
- •Oversee identity and access management, IT assets, and user onboarding and offboarding.
- •Improve ITIL processes, including incident, problem, change, configuration, and release management.
- •Oversee end-user device imaging and deployment, server rooms, network closets, conference rooms, printers, and related equipment.
- •Manage vendor performance, contracts, renewals, and service delivery.
- •Track and report service delivery metrics and identify opportunities for improvement.
Apply for this role →Education & Experience
- •Bachelor's degree in information technology, computer science, or a related field.
- •Three to five years of experience in IT operations, helpdesk, or technical support, including end-user computing and identity and access management.
- •Ability to coordinate with compliance, legal, and cybersecurity stakeholders.
- •Experience supporting healthcare or another regulated environment is preferred.
- •Relevant CompTIA, Azure, or Microsoft 365 certifications are highly preferred; project management training is a plus.
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 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 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
