Operational Planning Specialist

3 days ago


Manila, National Capital Region, Philippines Global Payments Full time

At Global Payments, we make it possible for millions of people to move money between buyers and sellers using our payments solutions.

About This Role

We are looking for a highly skilled Operational Planning Specialist to join our team. As an Operational Planning Specialist, you will be responsible for compiling staffing level requirement forecasting and workplace scheduling in call-center environments.

Your Key Responsibilities
  • Prepare reports to determine call volume, calling patterns, service trends, and staff productivity.
  • Track vacation schedules, shift change requests, and monitor new-hire, holiday, and seasonal shift needs.
  • Update and maintain scheduling database with current information.
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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