WFM Business Intelligence Analyst

About the Position

Ready to take your career global? Make your mark at one of the biggest names in payments. We’re looking for a WFM Business Intelligence Analyst to join our ever-evolving Workforce Management (WFM) team and help shape the future of global commerce.

Responsibilities

• Drive strategic workforce insights that 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 that enhance customer and merchant experiences.
• Identify and unlock performance improvement opportunities through deep analysis of workforce, operational, and financial trends, delivering measurable efficiency and cost benefits.
• Develop and evolve business intelligence solutions that provide leadership with clear visibility into key performance indicators, enabling faster and more confident decision-making.
• Champion data integrity and governance by maintaining trusted workforce metrics and analytics that support accurate forecasting, operational planning, and long-term business success.

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 with the ability to query, prepare, analyze, and interpret large and complex datasets to drive business outcomes.
• Strong experience with business intelligence and visualization tools such as Power BI, Tableau, or similar platforms to create impactful dashboards and analytics solutions.
• Exceptional analytical and problem-solving skills with the ability to uncover insights, perform root-cause analysis, and translate findings into actionable recommendations.
• Strong communication and stakeholder management capabilities, with proven success presenting complex concepts and influencing decision-makers across multiple levels of the organization.

Nice to Have

• Experience working with Workforce Management platforms such as Genesys, NICE, Verint, Talkdesk, Amazon Web Services (AWS), or similar technologies.
• Knowledge of merchant acquiring, card issuing, or broader payments industry operations.
• Bachelor’s degree in Business Administration, Finance, Mathematics, Data Science, or a related quantitative discipline.

We Offer

• Competitive salary
• Bonuses and/or equity awards, determined by role, level, impact, and our policies.
• Access to medical coverage that supports the health and wellbeing for you and your family.
• A dedicated Wellness Week each year – which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing.
• Support for all Globalpayers at every stage, from raising families to caring for loved ones through our family inclusion community, FLEX.
• Paid time off and public holidays so you can rest, recharge and spend time on what matters most.

About the Company

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.