The WFM Business Intelligence Analyst will drive optimal resource allocation and operational efficiency across back office and contact center operations by transforming complex data into actionable business recommendations
Job Summary
The WFM Business Intelligence Analyst will drive optimal resource allocation and operational efficiency across back office and contact center operations by transforming complex data into actionable business recommendations.
This role involves partnering with capacity planners, data analysts, and business stakeholders to conduct strategic analysis, develop BI dashboards, and provide data-driven recommendations to senior leadership.
Global Payments is committed to equal employment opportunities and encourages applicants from diverse backgrounds to apply.
Matching Summary
The WFM Business Intelligence Analyst will drive optimal resource allocation and operational efficiency across back office and contact center operations by transforming complex data into actionable business recommendations.
Skills & Requirements
Must-have
WFM methodologies and forecasting
Expert SQL data querying
Data visualization with Power BI or Tableau
Experience with WFM platforms like Genesys
Strategic scenario planning and cost-benefit analysis
Cross-functional collaboration
Shift flexibility including graveyard shifts
Nice-to-have
Strong analytical and problem-solving skills
Excellent communication and presentation skills
Data storytelling passion
Ability to manage multiple priorities
Experience in merchant acquiring and card issuing domain
Key Requirements
3+ years Workforce Management or Analytics experience
Bachelor’s degree in quantitative field preferred
Experience in large-scale contact center or back office operations