Junior Real Time Analyst

Global Payments Inc.; Stockport; On-site; GBP 30,000 - 38,000; Full time

Job summary

Global Payments Inc. in the United Kingdom seeks a Junior Real Time Analyst to join our evolving sales team and help shape the future of global commerce. You will monitor the internal helpdesk, manage queries in SLA and use the dialer to reduce wait times.

You will produce intraday and daily analyses of hourly performance, monitor telephony stats, and provide real-time feedback to stakeholders. A proactive communicator who thrives in a fast-paced environment will excel.

Qualifications

• Experience with diallers and real-time monitoring processes.
• Strong troubleshooting using defined procedures.
• Excellent verbal and written communication skills.
• Advanced Excel and MS Office proficiency.

Responsibilities

• Real-time monitoring of the internal helpdesk (JIRA) and manage/resolve queries within SLA.
• Utilise the dialler to reduce wait times and positively impact opportunities and performance.
• Identify incidents affecting real-time performance and escalate with impact documentation.
• Produce intraday & daily analyses of hourly performance, volume and operations.
• Own and administer real-time dashboards and provide data-driven recommendations to improve utilization.

Skills

Dialler experience

Troubleshooting

Communication

Excel

Independent decisions

Team player

Data analysis

Job description

Ready to take your careerglobal?

Make your mark at one of the biggest names in payments.We’relooking for aJunior Real Time Analysttojoin ourever evolvingsalesteam andhelp shape the future of global commerce.

Whatyou’llown

• 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 escalation where required incidents affecting departmental real-time performance. Ensure accurate recording of impact and optimisation of productivity.
• Monitor feedback regarding data quality and escalation 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.

Whatyou’llbring

• 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’sa 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 teamswintogetherevery day.We’reproud 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’sunmatched.Come and be part of an ever-evolving companyand get dynamic opportunities that go beyond borders.

What makes aGlobalpayer?

Globalpayersthink like a client, act like anownerand win as one team.We’recurious andinnovative – always finding better ways to deliver impact.We empower each other to make decisions,andit’sour passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like aGlobalpayer.