Workforce Manager

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. 

• Strategic Forecasting & Capacity Planning: Own long-term and short-term forecasting models using advanced analytics and predictive tools. Align headcount plans with client SLAs, contractual KPIs, and financial objectives.

• Scheduling & Real-Time Governance: Design optimized schedules leveraging WFM platforms (NICE, Verint, Aspect, IEX, Genesys). Lead intraday management, ensuring real-time adherence and proactive SLA recovery.

• Performance Analytics & Business Insights: Deliver executive-level dashboards on forecast accuracy, utilization, shrinkage, and cost per FTE. Provide actionable insights to Operations, Finance, and Client Services for strategic decisions.

• Vendor & Multi-Site Leadership: Govern WFM processes across multiple geographies and vendor ecosystems. Conduct capacity reviews, governance calls, and performance calibrations with partners.

• Continuous Improvement & Automation: Drive process automation initiatives to reduce manual interventions and improve forecast reliability. Champion best-in-class WFM practices for scalability and efficiency.

• Team Development: Mentor WFM analysts and schedulers; build a high-performing workforce planning team. Foster a culture of data-driven decision-making and operational excellence.

• 7+ years Workforce Management experience in BPO or global contact center environments.

• Proven expertise in forecasting, scheduling, intraday management, and SLA governance.

• Advanced proficiency in WFM tools (NICE, Verint, Aspect, IEX) and data analytics (Excel, SQL, VBA; BI tools preferred).

• Strong understanding of BPO metrics: AHT, shrinkage, occupancy, utilization, SLA compliance.

• Exceptional stakeholder management and ability to influence senior leadership and client partners.

Behavioral Competencies

• Strategic Influence: Shapes decisions and gains buy-in at all levels.

• Resilience & Agility: Thrives in high-pressure, fast-changing environments.

• Collaborative Leadership: Builds trust and strong partnerships internally and externally.

• Data-Driven Decision Making: Uses insights to drive operational and strategic outcomes.

• Talent Development: Inspires and mentors teams to achieve peak performance.

• Fintech or financial services outsourcing background.

• Familiarity with compliance and regulatory requirements.

• Experience in omnichannel environments and global delivery models.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].