EMEA Senior Lead WFM 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.

What You Will Be Doing:

This role is to act as a Senior Lead WFM Analyst to ensure effective Scheduling and Realtime to enable the company to achieve its business objectives in the most efficient, cost effective and employee-focused manner.

The candidate is managing a team of WFM Analysts who are accountable to do the tactical work within Workforce Management:

• Scheduling: taking the Resource Model from the Forecast, Schedulers apply shift designs, individual work patterns, develop plans at a granular level to create and publish individual schedules within local EMEA rules & regulations and timeline. Schedulers ensure maximum resource utilization is achieved whilst still allowing for sufficient training, coaching, and meetings to support customer service as well as employees career and development.
• Real Time: making and implementing decisions in a real-time / near real time manner to optimise access, achieve daily Service Level and efficiency goals, in a dynamic and complex environment for our customers (particularly during BCP) whilst balancing business, and employee needs.

The Senior Lead WFM Analyst supports the EMEA Scheduling & Real Time Team by being the first point of contact for any escalation queries relating to WFM activities (including HR and Unions), is the subject matter expert regarding the WFM system (IEX, CISCO), ensure all WFM Team Members are trained to the required standard, host regular best practice sessions, including training, coaching, development plan, and by auditing all EMEA WFM processes.

Areas of Responsibility:

• Manage the EMEA Scheduling & Real Time team, and ensure all requests are handled within the WFM SLA target.
• Understand all the WFM processes, perform audits & efficiency improvement action plans, and is the primary point of contact for all EMEA WFM requests for the business.
• Provide comment and insight, especially during the LTF cycle, as a subject matter expert to help achieve Service Levels, reporting on trends outside forecast plan, call patterns not on target and resource utilization solution, including cost and risks mitigation to ensure SLAs are met within target variance.
• Build effective relationships with Learning & Development and Projects Team to gain insight to the potential future demand, interpret its impact and support its implementation.
• Perform monthly focus groups with Operations to allow constructive feedback around recommendations on changes to staff schedules to ensure that SLAs are met, shift fit to profile and work life balance (including PTO allowance, Over Time and TOIL). Work to minimize the number of exceptions and communicate regularly actions plan, progresses and outcomes.
• Oversee WFM software (IEX) maintenance and administration to ensure it contains relevant, accurate and timely data: Agents Data, agreed Policies and Procedures regarding Employment contracts and legislation, Holiday Entitlement, Overtime, IEX Icons...
• Ensure accurate reporting of all areas of responsibility. Analyze trends in key performance areas (ie. productivity, call patterns & routing, AHT, quality) and highlight concerns and possible underlying cause to appropriate Forecaster and Reporting Team.
• Direct the workload to the right WFM Analysts, perform regular scope analyses, review and required readjustments, and can back-up during their absences WFM Team members.

Compliance:

• Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents.
• 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.

What we'll need from you:

• Education:
  • College degree preferred.
• Experience:
  • Prefer minimum 8 years Call Centre.
  • Prefer minimum 5 years Scheduling and Real Time - EMEA an advantage.
  • Prefer minimum 3 years of team management.
  • Exposure to Forecasting an advantage.
  • EMEA knowledge of Operations, HR Rules & Regulations and Unions an advantage.
• Skills:

• Excellent Leadership – To lead the team, motivate them forwards achieving targets.
• Excellent verbal and written communication and influencing skills. Should be able to represent WFM team during BCP, LTF, L&D calls, Projects, WPS, HR/Unions and to senior stakeholders within the direct or indirect business functions. English essential, other European Languages an advantage.
• Very high problem solving and analytical skills, including extremely accurate in entering and presenting data - Essential to this role is data integrity.
• Very good time management, setting priorities, ability to work independently and self-motivated – Within EMEA operating hours essential.
• High Project Management - Should have handled & delivered successfully at-least one WFM project.
• Excellent Customer Service, offering assistance and managing escalations.

• Knowledge/Abilities:
  • Very good working knowledge of IEX and CISCO.
  • Good knowledge of MS PowerPoint, Excel and have intermediate Visual Basic and ODBC skills.
  • Very good understanding of the company’s processes and structure.

• Travel Required: Exceptional travel may be required.

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!