Real-Time Workforce Analyst

Global Payments

Quezon City

On-site

PHP 420,000 - 600,000

Full time

7 days ago

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Job summary

Global Payments is seeking a Real Time Analyst to join our Workforce Management team in the Philippines. You will monitor real-time operations, ensure schedule adherence, and respond swiftly to disruptions while optimizing staffing and resources.

Strong Excel skills and a solid grasp of call center metrics are essential to deliver actionable insights. Applicants with 1 year in a similar role or CSR/TSR experience in a contact center, plus a quantitative degree, will thrive in this fast-paced

Qualifications

1 year+ experience as Real-Time Analyst or CSR/TSR in a contact center/BPO.
Advanced knowledge of Microsoft Excel; willingness to learn in a fast-paced environment.
Strong analytical ability to interpret data and build workforce plans.
Excellent attention to detail and communication; understanding of call center metrics.

Responsibilities

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