WFM Business Intelligence Analyst

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.

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.

What you’ll own

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.

What you’ll bring

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.

It’s a bonus if you 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.

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.