Tactical Analyst
Global Payments Inc.
Date: 6 hours ago
City: Quezon City
Contract type: Full time
Summary
Description Summary of This Role
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity. Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.
What Part Will You Play?
Minimum Qualifications
Description Summary of This Role
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity. Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.
What Part Will You Play?
- Begins to develop a base knowledge of workflow/workforce management by assisting higher level Workforce Planning Support Specialists (WPSS) with the monitoring of real-time call volumes, service levels, and off-call activity.
- Assists higher level WPSS(s) by gathering call data for analyses to determine call volume trends, service activity, or resource availability, to forecast required staffing levels and provide reporting to management.
- Acts as a point of contact for scheduling requests such as time off, shift trades, and intraday scheduling changes based on existing schedule requirements.
Minimum Qualifications
- High School Diploma or Equivalent
- Typically No Relevant Experience Required
- Typically Minimum 2 Years Relevant Exp
- Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements
- Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
- Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
- Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
- Technical - Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software
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