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Workforce Planning Support Specialist l at TSYS in Columbus, Georgia

Posted in Other 30+ days ago.





Job Description:

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Global Payments is the parent company for TSYS, Netspend, Heartland, TouchNet, OpenEdge, Xenial, Greater Giving, ACTIVE Network, and AdvancedMD. Headquartered in Georgia with over 24,000 employees worldwide, Global Payments is a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. For more information, visit globalpaymentsinc.com and follow Global Payments on Twitter (@globalpayments), LinkedIn and Facebook.



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.



What Part Will You Play?

  • Begins to develop a base knowledge of workflow/workforce management by assisting higher level Workforce Planning Support Specialists (WPSS) with the monitoring of real-time call volumes, service levels, and off-call activity.
  • Assists higher level WPSS(s) by gathering call data for analyses to determine call volume trends, service activity, or resource availability, to forecast required staffing levels and provide reporting to management.
  • Acts as a point of contact for scheduling requests such as time off, shift trades, and intraday scheduling changes based on existing schedule requirements.



What Are We Looking For in This Role?

Minimum Qualifications

  • High School Diploma or Equivalent
  • 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



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US Applicants:
TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.

Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.


EOE/Minorities/Females/Vet/Disability


Outside of US Applicants:

TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.