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Real Time Analyst at Global Payments - ApplyBlast

Real Time Analyst

Global Payments

5 months ago

3.7 on Glassdoor

Quezon City, Philippines

Onsite

Full Time

Junior

0 applicants

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About this role

The Workforce Management Realtime Analyst monitors intraday performance across contact center and back office operations to ensure optimal staffing and SLA/KPI achievement. This role involves real-time adjustments to resource allocation, tracking agent adherence, and coordinating rapid responses to system outages or volume spikes.

Responsibilities

Monitor intraday performance across multi-channel contact center and back office operations
Adjust staffing levels and resource allocation in real-time based on demand fluctuations
Track agent adherence to schedules and escalate significant deviations to management
Generate and distribute real-time reports on service levels and work completion rates
Coordinate with operations and IT teams to resolve system outages and staffing shortfalls