Real Time Analyst

• 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 in a contact center/BPO environment

• Advanced Excel skills for data analysis and reporting

• 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

About the team

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.

What makes a Globalpayer?

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.