Tactical Analyst

GLOBAL PAYMENT HOLDING COMPANY

GSC Vertis North, ,
Workforce management systems
Call volume analysis
Service level monitoring
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments

Job Summary

  • Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.
  • Assists with the administration of the call center phone system, maintains user records, monitors real-time call volumes and service level statistics.
  • Gathers call data and assists with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management.

Matching Summary

Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.

Skills & Requirements

Must-have

  • Workforce Management Systems
  • Call volume analysis
  • Service level monitoring
  • Staffing level forecasting
  • Real-time call volume monitoring

Nice-to-have

  • Continuous improvement initiatives
  • Data analysis for trends
  • Reporting and presentations

Key Requirements

  • High School Diploma or Equivalent
  • Minimum 2 Years Relevant Exp
  • Experience in call center resource management

Work Rights

Not specified

Tailored Resume

Cover Letter