Junior Real Time Analyst

Global Payments; Stockport; On-site; GBP 22,000 - 30,000; Full time

Job summary

Global Payments is seeking a Junior Real Time Analyst to monitor and optimise performance across the sales function. You will manage real-time queries, use diallers effectively, and ensure accurate incident logging and reporting.

The role focuses on improving wait times, productivity, and data quality while collaborating with cross-functional teams. Ideal candidates will have dialler experience, strong problem-solving skills, and excellent communication.

Qualifications

• Experienced in working with diallers.
• Able to troubleshoot efficiently using defined processes.
• Strong verbal and written communication skills.
• Proficient with MS Office, especially Excel.
• Capable of making independent decisions when needed while collaborating with the team.
• Able to present information in various styles depending on the context.

Responsibilities

• Real-time monitoring of the internal helpdesk (JIRA) and resolving queries within SLA.
• Utilise dialler to reduce wait times and improve opportunity & performance.
• Identify incidents affecting real-time performance and record impact for optimization.
• Monitor data quality feedback and escalate dialler performance issues.
• Produce intraday and daily analysis of hourly performance and end-of-day reporting.
• Provide real-time feedback on dialler resource schedules and telephony stats; report to management.
• Maintain Operations wallboards with accurate real-time performance data and recommendations.
• Identify trends in real time and historically; propose solutions.

Skills

Diallers

Troubleshooting

Verbal & written communication

MS Office

Independent decisions

Team collaboration

Data presentation

Tools

Elsbeth Dialler

WFM tool

Job description

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a Junior Real Time Analyst to join our ever evolving sales team and help shape the future of global commerce.

What you’ll own

• Real time monitoring of the internal helpdesk (JIRA) - Manage, own, and resolve queries and tasks within SLA.
• Utilise the dialler effectively to ensure wait times are reduced and opportunity & performance is positively impacted.
• Identify, own, and elevate where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.
• Monitor feedback regarding data quality and elevate any issues impacting dialler performance to the dialler manager.
• Produce Intraday & Daily analysis of hourly performance, volume & operational performance and end of day reporting.
• Monitor dialler resource schedule adherence and telephony stats, providing real-time feedback where required as well as regular reporting to management.
• Own and administer Operations wallboards, providing accurate real-time performance data to stakeholders and making recommendations for improved utilisation.
• Identify both positive and negative trends both in real time and historically, feeding back your findings and suggested solutions.

What you’ll bring

• Experienced in working with diallers.
• Proven ability to troubleshoot in an efficient and accurate way using clearly defined processes.
• High level of verbal and written communication skills.
• PC Literacy with strong knowledge of MS Office Applications and excellent experience of Excel.
• Demonstrate competent use of Microsoft Office.
• Demonstrate the ability to make independent decisions where required whilst working effectively as part of a team.
• Present information in a variety of styles dependent on the situation/message required.

It’s a bonus if you have

• Previous experience of working with Diallers in a real time capacity would be advantageous.
• Experience in Finance or Card Payment industries would be advantageous.
• Experience of working in a resourcing capacity is advantageous
• Experience or Knowledge of the Elsbeth Dialler is advantageous.
• Experience of working with a Work Force Management (WFM) tool is also advantageous.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

#LI-CM Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. If you don’t see one of your applications here, it may have been submitted in the Worldpay Workday system instead.

For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

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EEOC Statement: Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.