Junior Real-Time Operations 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

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.