WFM Analyst

Global Business Travel — Gurgaon, India

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. What You’ll Do Analyst is accountable to do the tactical work within Workforce management by supporting the various workforce management roles (Scheduling & Real Time). Good analytical skills. Good communication skills-written and verbal. Basic excel knowledge. Flexible with shift timings and weekly offs, Open to work 24/7 Posting agreed upon schedules Managing the Scheduling mailbox. Responding to requests within the targeted SLA. Managing the Real Time mailbox. Responding to requests within the targeted SLA. Processes schedule exceptions both advanced notice and day of requests. Scheduling training and other BTOP requests. Processing and managing overtime and under time & Timetable management. Achieve daily service level and efficiency goals. Watching real time queues and making real time skilling changes. Supporting the various other Work Force Management roles as needed. Analyst should be comfortable working rotational shifts (UK & US shifts) What We’re Looking For Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents You must take personal responsibility to understand and comply with all company and client security requirements and policies. Perform any other reasonable duties that may be requested. Education (if beyond High School or equivalent): College degree preferred. Required minimum of 3 years call center experience, with minimum 2 years of Workforce management scheduling & Real time management experience. Skills: Very good analytical skills, ability to work independently on a frequent basis. Self-motivated and flexible in working hours according to workloads. Extremely accurate in the entering and presen

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