Real Time Analyst
Every day, 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. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
The WFM Realtime Analyst (RTA) is responsible for monitoring and managing the intraday performance of all operational teams, including multi-channel Contact Center (voice, chat, email, social) and Back Office (task-based) work streams. The primary goal is to ensure optimal staffing, maximum efficiency, and the consistent achievement of all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) across all supported channels and departments.
What Part Will You Play?
Intraday Management & Performance Monitoring
Proactively monitor agent activity, work queues, volume, and service level performance across all channels (voice, chat, email, etc) and Back Office tasks/queues.
Track agent adherence to schedules, including start times, breaks, lunches, and non-productive time (e.g. meetings, training), escalating significant deviations to Operations management immediately.
Monitor Back Office work queues, ensuring tasks are being processed within established Service Level Objectives and making real-time adjustments to task assignment or staffing as needed.
Identify and rapidly respond to system outages, call routing issues, high call/work volume spikes, and staffing shortfalls, coordinating with Operations, IT, and other support teams for timely resolution.
Administer and process real-time exception requests (e.g. time-off, early release, training changes) within the WFM system, balancing business needs with operational efficiency.
Resource & Efficiency Optimization
Make data-driven, real-time adjustments to staffing levels and resource allocation (e.g. shifting agents between channels, moving back-office agents to contact center support, or vice versa) to address fluctuating demands and optimize occupancy.
Shrinkage Management: Manage and approve discretionary activities (e.g. training, team meetings) based on real-time service level/productivity outlook to ensure minimal impact on performance.
Determine and communicate when over/under-staffing occurs and recommend appropriate mitigating actions, such as offering voluntary time off (VTO) or requesting mandatory overtime (MOT).
Reporting & Communication
Provide frequent, clear, and concise updates (verbal and written) to Operations leadership, WFM Management, and other stakeholders regarding performance, potential risks, and intraday actions taken.
Generate and distribute real-time and intraday reports (e.g. service level attainment, back-office completion rates, adherence reports) to provide actionable insights into current performance.
Maintain a comprehensive daily log of all key intraday activities, performance results, risks, system issues, and mitigating actions taken.
What Are We Looking for in This Role?
Qualifications
Proven experience (1+ year) as a Real Time Analyst in a Contact Center/BPO environment.
Advanced proficiency in WFM software (e.g. Genesys, Verint, AWS, Talkdesk, NICE Incontact) with demonstrated experience in schedule generation and short-term forecasting modules.
High proficiency in Microsoft Excel for analysis and reporting.
Strong analytical skills with an ability to interpret short-term data (intraday/daily/weekly) and translate it into actionable schedules.
Preferred Skills:
Excellent attention to detail and ability to manage complex scheduling rules.
Effective communication skills, both written and verbal for coordinating with agents, managers, and WFM peers.
A solid understanding of call center metrics (e.g. Service Level, AHT, Occupancy, Adherence, Shrinkage).
Ability to work effectively in a dynamic and fast-paced environment.
Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].
