Tactical Analyst

Global Payments

Quezon City, Metro Manila

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?
• Assists with the administration of the call center phone system, maintains user records (add/delete users), monitors real-time call volumes and service level statistics to ensure adherence to internal/client scheduling and service level metrics.
• Gathers call data and assists with data analyses to determine call volume trends, service activity, or resource availability to forecast required staffing levels and provide reporting to management.
• Assists with the creation of reporting that may include dashboard reporting, scorecards, and presentations of call center... More Detail

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