Data Analyst at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

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

Responsibilities

Design, develop, and maintain operational reporting, dashboards, and analytical insights for Contact Center and Back Office departments
Create, maintain, and automate daily, weekly, and monthly performance reports and dashboards tracking key operational metrics (KPIs) such as Service Level, AHT, Occupancy, ASA for Contact Center and Task Completion Rate, Backlog, Quality Scores, Efficiency for Back Office
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
Perform root cause analysis on performance deviations, identifying underlying causes for poor service levels, low productivity, or high task backlogs
Fulfill ad-hoc data requests from Operations and Leadership, translating business questions into effective data queries and reports
Utilize data visualization tools (e.g. Power BI, Tableau) to present complex data clearly and concisely to diverse audiences, including executive leadership
Assist the WFM Planning team by providing historical data and trend analysis to improve the accuracy of short-term and long-term forecasts for Contact Center volume/AHT and Back Office workload/MTC
Track, analyze, and report on all forms of shrinkage (e.g. absenteeism, training, meetings, off-phone/off-task time) to ensure accurate capacity planning
Report on the variance between planned and actual staffing, identifying gaps in resource allocation for both real-time and future capacity planning
Proactively identify opportunities for efficiency and process improvement by analyzing operational data and workflow patterns in both the front and back office