Global Payments 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
Job Summary
Global Payments 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 compiles staffing level requirement forecasting and workplace scheduling in call-center environments and prepares reports to determine call volume, calling patterns, service trends, and staff productivity.
The Tactical Analyst assists with administration of the call center phone system, monitors real-time call volumes and service level statistics, and supports continuous improvement initiatives.
Matching Summary
Global Payments 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.
Skills & Requirements
Must-have
call center resource management
workforce management system
real-time call volume monitoring
call center scheduling database
call volume and service trend reporting
Nice-to-have
continuous improvement initiatives
dashboard and scorecard reporting
customer service representative staffing oversight
Key Requirements
High School Diploma or Equivalent
Minimum 2 Years Relevant Experience in Management Information Technology
Minimum 4 Years Relevant Experience in call center resource management