WFM Business Intelligence Analyst

Global Payments
Philippines
Workplace: OnsiteFull timeFunction: Data Analytics & Business IntelligenceEducation: bachelorsSkills: ["Analytical skills","Problem-solving","Root-cause analysis","Communication","Stakeholder management"]

Use workforce management data to drive strategic insights that improve operational efficiency and resource allocation across contact center and back-office teams. Transform complex datasets into executive recommendations, identify performance improvement opportunities, and develop BI solutions that strengthen KPI visibility for faster decision-making. Maintain data integrity and governance to support accurate forecasting, operational planning, and long-term business success.

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FursaFursa
Global Payments
Global Payments
1 month ago

WFM Business Intelligence Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 38 days agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Use workforce management data to drive strategic insights that improve operational efficiency and resource allocation across contact center and back-office teams. Transform complex datasets into executive recommendations, identify performance improvement opportunities, and develop BI solutions that strengthen KPI visibility for faster decision-making. Maintain data integrity and governance to support accurate forecasting, operational planning, and long-term business success.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Drive strategic workforce insights to improve operational efficiency, optimize resource allocation, and support business growth across contact center and back-office functions.
  • •Transform complex data into executive recommendations that influence staffing strategies, organizational decisions, and investments.
  • •Identify and unlock performance improvement opportunities through analysis of workforce, operational, and financial trends to deliver efficiency and cost benefits.
  • •Develop and evolve business intelligence solutions providing leadership clear visibility into key performance indicators.
  • •Champion data integrity and governance by maintaining trusted workforce metrics and analytics for forecasting and operational planning.

Key Requirements

  • •3+ years of experience in Workforce Management, Business Intelligence, Analytics, or a related field, ideally supporting large-scale contact center or back-office operations.
  • •Advanced SQL expertise to query, prepare, analyze, and interpret large and complex datasets.
  • •Strong experience with business intelligence and visualization tools such as Power BI and Tableau.
  • •Exceptional analytical and problem-solving skills, including root-cause analysis and actionable recommendations.
  • •Strong communication and stakeholder management skills to present complex concepts and influence decision-makers at multiple levels.
Experience:Workforce managementContact centerBusiness intelligenceAnalyticsPayments
Education:Bachelor's in Business Administration, Finance, Mathematics, Data Science, or a related quantitative discipline
Skills:Analytical skillsProblem-solvingRoot-cause analysisCommunicationStakeholder management
Tech Stack:SQLPower BITableauGenesysNICEVerintTalkdeskAmazon Web Services (AWS)Workforce management

Company Brief

Global Payments
Global Payments provides payment technology and software solutions for merchants, issuers, and partners worldwide, enabling electronic payments, omni-channel commerce, and value-added services across industries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Atlanta, United States
Founded: 2001
WebsiteLinkedIn