Operational Analyst

2 weeks ago


Mandaluyong City, National Capital Region, Philippines Global Payments, Inc. Full time
Tactical Analyst

At Global Payments, Inc., we're driven by our passion for success and proud to deliver best-in-class payment technology and software solutions.

We're a dynamic team that helps over 3 million companies, more than 1,300 financial institutions, and over 600 million cardholders grow with confidence and achieve amazing results. Our worldwide presence 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.

This role is an exciting opportunity to join our team and make a difference in the payments technology landscape of tomorrow. As a Tactical Analyst, you will be responsible for compiling staffing level requirement forecasting and workplace scheduling in call-center environments.

Key Responsibilities:

  • Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.
  • Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs.
  • Updates and maintains scheduling database with current information.

You will work closely with higher-level Workforce Planning Support Specialists (WPSS) to develop a base knowledge of workflow/workforce management. Your tasks will include gathering call data for analyses to determine call volume trends, service activity, or resource availability.

What We Are Looking For in This Role?
Minimum Qualifications

  • High School Diploma or Equivalent
  • Typically No Relevant Experience Required
Preferred Qualifications
  • Typically Minimum 2 Years Relevant Exp
  • Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements


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