WFM Data Analyst
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Job Location:
Quezon City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 1300 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 Data Analyst is responsible for the design development and maintenance of all operational reporting dashboards and analytical insights for both the Contact Center and Back Office departments. This role leverages WFM and operational data to monitor performance identify trends forecast workloads and provide actionable recommendations to optimize staffing efficiency and service delivery across all channels and functions.
What Part Will You Play
Design and Develop: Create maintain and automate daily weekly and monthly performance reports and dashboards that track key operational metrics (KPIs) for both Contact Center (e.g. Service Level AHT Occupancy ASA) and Back Office (e.g. Task Completion Rate Backlog Quality Scores Efficiency).
Data Integrity: Ensure the accuracy and integrity of WFM data and reports by reconciling data from various sources including WFM systems ACD/Phone Systems CRM and task management platforms.
Advanced Analysis: Perform root cause analysis on performance deviations identifying underlying causes for poor service levels low productivity or high task backlogs.
Ad-Hoc Reporting: Fulfill ad-hoc data requests from Operations and Leadership translating business questions into effective data queries and reports.
Visualization: Utilize data visualization tools (e.g. Power BI Tableau) to present complex data clearly and concisely to diverse audiences including executive leadership.
Forecasting Support: Assist the WFM Planning team by providing historical data and trend analysis to improve the accuracy of short-term and long-term forecasts for both Contact Center volume/AHT and Back Office workload/MTC.
Shrinkage Analysis: Track analyze and report on all forms of shrinkage (e.g. absenteeism training meetings off-phone/off-task time) to ensure accurate capacity planning.
Capacity Insights: Report on the variance between planned and actual staffing identifying gaps in resource allocation for both real-time and future capacity planning.
Process Improvement: Proactively identify opportunities for efficiency and process improvement by analyzing operational data and workflow patterns in both the front and back office.
What Are We Looking For in This Role
2 years of experience as a Data Analyst Reporting Analyst or WFM Analyst with a focus on contact center and/or back office operations.
Experience with at least one WFM software (e.g. Genesys Verint AWS Talkdesk Nice Incontact).
Strong proficiency in SQL for querying and manipulating large datasets.
Expert-level proficiency in MS Excel (pivot tables complex formulas VBA is a plus) and experience with data visualization tools (e.g. Tableau Power BI).
Proven ability to analyze complex datasets draw conclusions and present actionable recommendations to all levels of management.
Excellent verbal and written communication skills with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
High attention to detail and commitment to data accuracy.
Strong organizational and time management skills.
Open to work in the morning mid and graveyard shifting schedules.
Preferred Qualifications:
Prior experience in a multi-channel/multi-site environment.
Familiarity with back office metrics task management systems and service ticketing data.
Experience with statistical modeling or forecasting methodologies.
What Are Our Desired Skills and Capabilities
Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
Job Complexity - Works on assignments that are routine to moderately difficult requiring some decision in resolving issues or in making recommendations.
Supervision - Normally receives little instruction on daily work general instructions on newly introduced assignments.
Technical - Excel Access Workforce Management System Avaya/Genesys Call Management System Hyperion Budgeting Software
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 .
Required Experience:
IC
