Tactical Analyst

at  Global Payments Beamery

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalent
• Typically No Relevant Experience Required

PREFERRED QUALIFICATIONS

• Typically Minimum 2 Years Relevant Exp
• Previous work experience in call center, specifically in a role that was responsible for forecasting call volume and staffing requirements

WHAT ARE OUR DESIRED SKILLS AND CAPABILITIES?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Technical - Excel, Access, IEX Workforce Management System , Avaya Call Management System, Hyperion Budgeting Software

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.