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 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 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.

• Bachelors 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 .