Real-Time Operations Analyst

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Global Payments is seeking a Real Time Analyst to support its Workforce Management team in Manila. You will monitor real-time operations across channels, ensuring service levels and schedule adherence while addressing disruptions. Open to graduates with strong Excel skills and a keen eye for data-driven insights.

The role emphasizes analytical thinking, attention to detail, and effective communication to drive workforce plans and performance improvements in a fast-paced environment.

Qualifications

• 1+ year experience as Real-Time Analyst or CSR/TSR in contact center/BPO.
• Excel knowledge with willingness to learn.
• Ability to interpret data and create actionable workforce plans.
• Strong attention to detail and communication skills.

Responsibilities

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

Skills

Analytical ability

Attention to detail

Communication skills

Call center metrics knowledge

Education

Quantitative degree

Tools

Genesys

Verint

NICE

AWS

Talkdesk

Job description

Global Payments is seeking a Real Time Analyst to support its Workforce Management team in Manila. You will monitor real-time operations across channels, ensuring service levels and schedule adherence while addressing disruptions. Open to graduates with strong Excel skills and a keen eye for data-driven insights.

The role emphasizes analytical thinking, attention to detail, and effective communication to drive workforce plans and performance improvements in a fast-paced environment.