WFM Business Intelligence Analyst at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial Services, FinTechIndustries

Requirements

Strong analytical skills to transform complex workforce and operational data into actionable business recommendations
Proficiency in conducting high-level strategic scenario planning, cost-benefit analysis, MAPE analysis, and variance insights
Ability to evaluate forecast accuracy and identify business drivers (e.g., market trends, competitor activity)
Expertise in translating capacity constraints into strategic business risks and opportunities
Experience leveraging BAU reports for portfolio-level analysis and ensuring consistent reporting standards, data definitions, and KPIs
Skills in identifying opportunities to streamline and automate reporting
Capability to conduct in-depth analysis of WFM and operational metrics, root cause analysis, and "What-If" scenarios
Knowledge of analyzing key business drivers with P&L impact and assessing business value of resource strategies (e.g., cross-skilling, workflow tools)
Ability to provide data-driven recommendations on staffing models, organizational design, and process re-engineering
Proficiency in designing, developing, and automating BI dashboards using tools like Power BI, Tableau
Understanding of data governance, validating source data accuracy, and maintaining a single source of truth
Strong partnership and communication skills with WFM Forecast/Capacity Planner, Data Analyst, and business stakeholders

Responsibilities

Partner with WFM Forecast/Capacity Planner to utilize demand/staffing models for strategic scenario planning, cost-benefit analysis, forecast accuracy evaluation (MAPE), variance insights, and translating capacity constraints into risks/opportunities
Partner with Data Analyst (Reporting/BAU Stats) to leverage BAU reports for portfolio analysis, ensure reporting consistency, and identify automation opportunities
Partner with business stakeholders to communicate operational performance, efficiency gains, and resource alignment using BI outputs
Conduct in-depth analysis of high-level WFM and operational metrics across portfolios to identify trends and efficiency opportunities
Analyze key business drivers for domain-specific WFM/capacity insights, focusing on P&L impact
Perform “deep dive” root cause analysis beyond daily stats to explain trends and recommend strategic responses
Leverage forecasts to build financial/operational “What-If” scenarios (e.g., AHT reduction vs. volume spike)
Develop data models to assess business value of resource strategies (e.g., cross-skilling, new workflow tools)
Provide strategic recommendations on staffing models, organizational design, and process re-engineering
Design, develop, and automate strategic BI dashboards visualizing integrated WFM/business metrics
Ensure data governance by validating source data accuracy for official reporting

Skills

Key technologies and capabilities for this role

Business IntelligenceWorkforce ManagementData AnalysisForecastingCapacity PlanningScenario PlanningCost-Benefit AnalysisMAPE AnalysisSQLExcelTableauPower BI

Questions & Answers

Common questions about this position

What is the employment type for this WFM Business Intelligence Analyst role?

The position is full time.

What are the main responsibilities of the WFM Business Intelligence Analyst?

The role involves partnering with WFM Forecast/Capacity Planner for scenario planning and forecast accuracy analysis, collaborating with Data Analyst on reporting standards and automation, and working with business stakeholders to communicate performance insights and conduct in-depth metric analysis.

What skills are needed for the WFM Business Intelligence Analyst position?

Key skills include analytical abilities to transform workforce data into business recommendations, expertise in WFM principles, data science, forecast accuracy evaluation (e.g., MAPE analysis), scenario planning, cost-benefit analysis, and root cause analysis.

What is the company culture like at Global Payments?

The company has a dynamic team driven by passion for success, focused on delivering best-in-class payment technology and software solutions to help companies grow.

What makes a strong candidate for this WFM Business Intelligence Analyst role?

Strong candidates will have experience bridging WFM principles, business strategy, and data science, with skills in strategic analysis, partnering across teams, and providing P&L-focused insights to stakeholders.