Make your mark at one of the biggest names in payments. We’re looking for a Real Time Analyst to join our ever evolving Workforce Management team and help shape the future of global commerce.
What you’ll own
Monitor real-time operations, including agent performance, queues, and service levels across all channels
Ensure schedule adherence and manage exceptions, escalating issues as needed
Respond quickly to operational disruptions (e.g., system issues, volume spikes, staffing gaps)
Optimize staffing and resources through real-time adjustments and shrinkage management
Provide timely reporting, insights, and updates to stakeholders on performance and actions taken
What you’ll bring
At least 1 year of experience as a Real-Time Analyst or 1 year experience as a CSR/TSR in a contact center/BPO environment
Open to fresh graduates with advance knowledge of Microsoft Excel, a willingness to learn, and the ability to thrive in a fast-paced environment.
Strong analytical ability to interpret data and create actionable workforce plans
Excellent attention to detail, communication skills, and understanding of key call center metrics in fast-paced environments
It’s a bonus if you have
Proficiency in WFM tools (e.g., Genesys, Verint, NICE, AWS, Talkdesk)
A solid understanding of call center metrics (e.g. Service Level, AHT, Occupancy, Adherence, Shrinkage)
A degree in Business, Finance, Mathematics, Economics, or any related quantitative field
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.
Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
TSYS is a leading global provider of integrated payment processing solutions. They offer a wide range of services for credit, debit, prepaid, and merchant accounts, serving financial institutions, businesses, and consumers worldwide.