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.

The Workforce Management Analyst will be responsible for supporting optimal staffing strategies, analyzing workforce trends, and ensuring efficient resource allocation across the organization. Analyst are accountable to do the tactical work within Workforce management by supporting the various workforce management roles.  Duties include: 

What You’ll do 

• 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.

What We're looking for  

• Graduate with minimum of 2-3 years call center experience, minimum 18 months resource scheduling or real time management experience.

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

• The candidate should be responsible to understand and follow all company and client security requirements and policies.

• Perform any other reasonable duties that may be requested

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!