Real Time Analyst

Global Payments Inc.

Not specified (assumed hybrid due to the nature of the role).
Intraday performance monitoring
Wfm software proficiency
Real-time staffing adjustments
Global Payments Inc. is seeking a Real Time Analyst responsible for monitoring and optimizing the performance of operational teams in a multi-channel environment. The role involves real-time management of staffing and resources to ensure service level agreements are met while providing actionable insights through reporting

Job Summary

  • The WFM Realtime Analyst (RTA) is responsible for monitoring and managing the intraday performance of all operational teams, including multi-channel Contact Center and Back Office work streams.
  • Proactively monitor agent activity, work queues, volume, and service level performance across all channels and Back Office tasks/queues.
  • Make data-driven, real-time adjustments to staffing levels and resource allocation to address fluctuating demands and optimize occupancy.

Matching Summary

Match Score: 85

Global Payments Inc. is seeking a Real Time Analyst responsible for monitoring and optimizing the performance of operational teams in a multi-channel environment. The role involves real-time management of staffing and resources to ensure service level agreements are met while providing actionable insights through reporting.

Skills & Requirements

Must-have

  • Intraday performance monitoring
  • WFM software proficiency
  • Real-time staffing adjustments
  • Service Level Agreement (SLA) achievement
  • Key Performance Indicator (KPI) tracking

Nice-to-have

  • Dynamic and fast-paced environment
  • Data-driven decision making
  • Effective communication skills
  • Understanding of call center metrics

Key Requirements

  • 1+ year experience as Real Time Analyst
  • Advanced proficiency in WFM software
  • High proficiency in Microsoft Excel
  • Bachelor’s degree preferred

Work Rights

Not specified

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