Tactical Analyst Vacancies at Global Payments Asia-Pacific Philippines Incorporated

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. 

Queue Management (50%)

• Owning all communications related to real time monitoring and responsibilities.

• Understanding LOBs as assigned to be able to speak to and educate on current trends & happenings.

• Monitor customer contact flows (queue) and real-time staffing versus calls to ensure meeting Service Level Agreement.

• Responsible for all operational updates on a daily basis within the eWFM systems. 

• Check voice mail and log call-ins, log scheduled absences in call-in log or attendance tracker.

• Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives.

• Realtime updates to the schedule through the eWFM tools. 

• Realtime skilling adjustments to ensure S/Ls are managed effectively

Analytics (20%)

• Analyze & Present daily trends to stakeholders highlighting resource issues, and identifying and recommending realistic options / solutions such as adjustment of staffing level, change of skills and level, etc. to meet the service level objectives and financial efficiency measurements across all lines of businesses and centers.

• Perform pre- and post- analysis of events that affect staffing such as training, meetings, outages, and absenteeism .

• Document and communicate Real Time trends to WFM Strategic Analyst, Specialist, and WFM Leadership as needed.

• Produce, Distribute & Analyze Interval level data to lines as needed

Incident and System Coordination (10%)

• Submit & Track IT tickets for all eWFM systems/outages

• Escalate and track all Contact Center and Global Operations issues, impacts and status updates.

  • Check outage notifications.

  • Participate in bridge calls.

  • Escalate system issues

  • Record incidents on the daily incident log.

  • Communicate NOC Alerts to business leaders and WFM Leadership

Internal Process (20%)

• Participate in BCP (Business Continuity Program)

• Manage WFM Google Group email box, assigning requests and monitoring workflow 

• Maintain and Update the following:

  • Agent Skilling Template

  • System Outages Log 

  • WF Databases

  • Other WF related files 

• Perform other duties and responsibilities as assigned. 

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. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.