Senior Workforce Management Analyst

WFM Senior Analyst

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.

Summary:

American Express Global Business Travel (“GBT”) provides end-to-end corporate travel and meetings program management – for companies of all sizes and across all industries – through best-in-class booking technology, smart analytics, worldwide strategic partnerships, and exceptional care. Our customers benefit from our purchasing power to access negotiated rates and our innovations that boost compliance, simplify reporting and help take the stress out of business travel. We have a presence in nearly 120 countries on six continents which means that we have the global coverage to meet our customers’ needs.

From mobile booking and around-the-clock support to VIP services and safety programs, our Business Travel Solutions are focused on delivering better business trips and higher traveler satisfaction while ensuring compliance with corporate travel policies. Our travel solutions include mobile, after-hours, on-line booking, customer portal, premium service and referrals services. We can help our customers increase their traveler compliance, ensure accurate expense tracking and reporting, reduce their costs and provide urgent traveler support. Our Global Business Consulting teams can help customers make their corporate travel program effective and efficient in the areas of policy evaluation, benchmarking & research, strategic sourcing, program optimization and outsourcing.

Role & Responsibilities:

• 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)

Requirement:

• 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 presenting of data. Essential to this role is data integrity.  WFM Analyst must work with their internal customers to ensure that data on the WFM system (IEX) is accurate with what Operations know to be true.  Partner with forecasting teams to match staff (numbers and skills), forecasted demand, planned absence and known shrinkage into effective working patterns. Ability to work independently. Ability to work the hours of the market being supported. Should have handled at-least one WFM project where Service Delivery isn’t based out of India.

Knowledge/Abilities:

Very good working knowledge of IEX, ability to organize, set priorities and multi-task within timescales, effective management of time, good understanding of the company’s processes and structure. Strong knowledge of Avaya CMS. Should be able to provide recommendation on VTOs / Overtimes as and when schedules are rolled out to balance Service Level and Cost. Should be strong at MS Excel and have intermediate Visual Basic and ODBC skills.

Communication Capabilities:

Should be able to conduct weekly meetings, focused on Staffing, shrinkage review, KPI Results, etc. Should be able to present to senior stakeholders within the direct or indirect business functions.

     

Location

Gurgaon, India

     

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!

Experience Level

Senior Level