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 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
Bangalore, 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!
Skills Required
- Minimum 3 years call center experience with at least 2 years Workforce Management scheduling and real-time management experience.
- Very good working knowledge of IEX workforce management system.
- Strong knowledge of Avaya CMS.
- Strong Microsoft Excel skills.
- Intermediate Visual Basic and ODBC skills.
- Excellent analytical skills and high data integrity in entering and presenting data.
- Good written and verbal communication; able to conduct weekly staffing and KPI meetings and present to senior stakeholders.
- Ability to work independently, self-motivated and flexible with working hours (rotational UK & US shifts, 24/7 coverage).
- Experience partnering with forecasting teams to match staffing and skills to forecasted demand and shrinkage.
- Should have handled at least one WFM project where Service Delivery isn't based out of India.
- College degree.
- Proactively manage Health and Safety for the team and comply with company and client security requirements and policies.
American Express Global Business Travel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express Global Business Travel and has not been reviewed or approved by American Express Global Business Travel.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical, dental, vision, life, disability, and access to physician consultations in some cases. Emotional and mental-health resources are also highlighted, including counseling, crisis support, and webinars for employees and immediate families.
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Leave & Time Off Breadth — Time off and flexibility options are portrayed as broad, including PTO that combines vacation and sick time, with potential to purchase additional vacation in some locations. Flexible arrangements are described as available in parts of the organization, including remote work and options like part-time schedules, job sharing, and sabbaticals where supported.
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Retirement Support — Retirement support is positioned as available through locally competitive programs, including a U.S. 401(k) with employer matching after a service period. Ownership-related benefits are also present via an employee stock purchase plan offered in many countries.
American Express Global Business Travel Insights
What We Do
American Express Global Business (Amex GBT) is the world’s leading B2B travel platform, providing software and services to manage travel, expenses, meetings & events for companies of all sizes. Our solutions include: Egencia: the leading software as service travel platform for small and medium-sized enterprises (SMEs). Ovation: the solution synonymous with high-touch travel service. The Neo Technology Group: a technology-focused team that builds cloud-based travel solutions. Meetings & Events: providing solutions for a single meeting or an entire meetings portfolio. Global Business Consulting: customized services to help clients optimize their travel program.
Why Work With Us
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. Ready to explore a career path? Start your journey with us - apply now!
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