Workforce Optimization Coordinator

21 hours ago


Manila, National Capital Region, Philippines Global Payments Full time

Global Payments is a leading provider of payment technology and software solutions. We are committed to delivering exceptional customer experiences and driving business growth through innovation.

About This Role

We are seeking a highly skilled Workforce Optimization Coordinator to join our team. As a Workforce Optimization Coordinator, you will be responsible for optimizing workforce performance by analyzing data, identifying trends, and implementing improvements.

Your Key Responsibilities
  • Analyze data to determine call volume trends, service activity, and resource availability.
  • Implement process improvements to optimize workforce performance.
  • Monitor staffing levels and schedule adherence of Customer Service Representatives (CSRs) to ensure internal and/or client service levels and customer satisfaction goals are met.
What We Are Looking For

To succeed in this role, you will need:

  • A high school diploma or equivalent.
  • Typically minimum 2 years relevant experience.
  • Experience in the use of management information technology.

We prefer candidates with:

  • Typically minimum 4 years relevant experience.
  • Experience in call center resource management.
Desired Skills and Capabilities
  • Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
  • Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
  • Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
  • Technical - Excel, Access, IEX Workforce Management System, Avaya Call Management System, Hyperion Budgeting Software.


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