Strategic Analyst

Global Payments Inc.

4 years relevant experience
Management information technology usage
Excel and access proficiency
The role involves compiling staffing level forecasting and workplace scheduling for call-center environments to meet service goals

Job Summary

  • The role involves compiling staffing level forecasting and workplace scheduling for call-center environments to meet service goals.
  • Candidates will analyze call center data to identify workflow anomalies and establish trends to forecast staffing levels effectively.
  • The position requires administering the incoming call phone system and monitoring statistics to ensure adherence to internal and client service level metrics.

Matching Summary

The role involves compiling staffing level forecasting and workplace scheduling for call-center environments to meet service goals.

Skills & Requirements

Must-have

  • 4 years relevant experience
  • Management Information Technology usage
  • Excel and Access proficiency
  • IEX Workforce Management System
  • Avaya Call Management System

Nice-to-have

  • Associate's Degree in Statistics
  • 6 years call center resource management
  • Hyperion Budgeting Software knowledge
  • Continuous improvement initiatives
  • Dashboard and scorecard creation

Key Requirements

  • High School Diploma or Equivalent
  • Minimum 4 Years Relevant Experience
  • Experience with IEX Workforce Management System
  • Experience with Avaya Call Management System

Work Rights

Not specified

Tailored Resume

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