Real Time Analyst

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Real Time Analyst to join our Workforce Management team in Manila.

You will monitor real-time operations, agent performance, queues, and service levels across channels, ensuring adherence and rapid response to disruptions. You’ll bring strong data interpretation, Excel skills, and a solid understanding of call center metrics to optimize staffing and provide actionable insights for stakeholders.

Qualifications

• 1 year or more experience as Real-Time Analyst or in CSR/TSR in a contact center/BPO.
• Proficient Excel; quick learner and thrives in fast-paced environments.
• Strong ability to analyze data and translate into workforce plans.
• Excellent attention to detail and communication; understands key call center metrics.

Responsibilities

• Monitor real-time operations across channels and agents to track performance.
• Ensure schedule adherence, manage exceptions, and escalate issues as needed.
• Respond to disruptions (system issues, volume spikes, staffing gaps) quickly.
• Optimize staffing via real-time adjustments and shrinkage management.
• Provide timely reports and updates to stakeholders on performance.

Skills

Real-time analysis

Data interpretation

Advanced Excel

Call center metrics

Education

Business/Finance/Math/Econ degree

Tools

Genesys

Verint

NICE

AWS

Talkdesk

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Real Time Analyst to joinour ever evolving Workforce Management team and help shape the future of global commerce.

What you’ll own

• Monitor real-time operations, including agent performance, queues, and service levels across all channels
• Ensure schedule adherence and manage exceptions, escalating issues as needed
• Respond quickly to operational disruptions (e.g., system issues, volume spikes, staffing gaps)
• Optimize staffing and resources through real-time adjustments and shrinkage management
• Provide timely reporting, insights, and updates to stakeholders on performance and actions taken

What you’ll bring

• At least 1 year of experience as a Real-Time Analyst or 1 year experience as a CSR/TSR in a contact center/BPO environment
• Open to fresh graduates with advance knowledge of Microsoft Excel, a willingness to learn, and the ability to thrive in a fast-paced environment.
• Strong analytical ability to interpret data and create actionable workforce plans
• Excellent attention to detail, communication skills, and understanding of key call center metrics in fast-paced environments

It’s a bonus if you have

• Proficiency in WFM tools (e.g., Genesys, Verint, NICE, AWS, Talkdesk)
• A solid understanding of call center metrics (e.g. Service Level, AHT, Occupancy, Adherence, Shrinkage)
• A degree in Business, Finance, Mathematics, Economics, or any related quantitative field

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 gobeyond 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.

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. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact ••••@globalpayments.com.