Global Payments makes it possible for millions of people to move money between buyers and sellers using best-in-class payment technology and software solutions
Job Summary
Global Payments makes it possible for millions of people to move money between buyers and sellers using best-in-class payment technology and software solutions.
This role involves analyzing call center data to forecast staffing levels, reduce schedule variances, and increase effective use of staff resources to meet productivity goals.
The Strategic Analyst participates in continuous improvement initiatives and serves as a point of contact for approval of scheduling requests to ensure service level and customer satisfaction goals are met.
Matching Summary
Global Payments makes it possible for millions of people to move money between buyers and sellers using best-in-class payment technology and software solutions.
Skills & Requirements
Must-have
Call center resource management
Workforce management system expertise
Call volume and scheduling analysis
Reporting and dashboard creation
Shift and vacation schedule tracking
Nice-to-have
Continuous improvement initiatives
Team leadership and initiative
Use of Hyperion budgeting software
Proactive resource adjustment recommendations
Key Requirements
High School Diploma or Equivalent
Minimum 4 years relevant experience
Preferred Associate's Degree or equivalent experience
Minimum 6 years call center resource management experience