Senior Analyst WFM

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 & Tasks. (Scheduling & Real Time).
• Monitor and handle service level agreements as per the SOW of the process.
• Conduct RCA (roots cause analysis) for SLA deviations (Interval/daily/weekly) and share the insights with leadership for review in timely manner.
• Effectively handling and optimize non-productive activities, associates break to ensure no impact on SLA.
• Create and share reports as per the business requirement (hourly, EOD & MTD reports).
• Watching real time queues and making real time skilling changes.
• Create the Schedule for 200+ TC’s, Responding to operations requests within the targeted SLA.
• Assisting operations with good schedules & looking for coverages & meeting all the important metrics.
• Effectively handle the operation stakeholders. 

What We’re looking for

• Required minimum of 3 years call center experience, with minimum 2 years of Workforce management scheduling & Real time management experience.
• Communication Capabilities: Should be able to conduct weekly meetings, focused on Staffing, shrinkage review, important metric results.
• Should be able to present to senior customers within the direct or indirect business functions.
• Should be strong at MS Excel and have intermediate Visual Basic and ODBC skills preferred.
• Flexible with shift timings and weekly offs, Open to work 24/7.
• Should have working knowledge of IEX, ability to organize, set priorities and multi-task within timescales.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!