WFM Senior Analyst

American Express Global Business Travel; Bengaluru; On-site; INR 900,000 - 1,700,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning platform access

Job summary

Amex GBT is seeking a WFM Senior Analyst to join the Traveler Care organization in Bangalore. You will be responsible for creating efficient schedules, weekly planning, and real-time performance analysis to ensure service levels and efficiency targets are met.

The role requires strong scheduling discipline, analytical capabilities, and the ability to communicate effectively with global partners. Experience in call center environments and IEX is highly valued.

Qualifications

• 4+ years call center experience and 3+ years WFM planning experience.
• Good working knowledge of IEX and ability to organize priorities and multi-task.
• Project management experience and understanding of processes and structure.

Responsibilities

• Create efficient schedules.
• Schedule training and other BTOP requests.
• Process and manage overtime and under time.
• Achieve daily, weekly, monthly & quarterly service level goals.
• Monitor real time queues and adjust skilling as needed.
• Support other Work Force Management roles.
• Monitor handling times and adherence to SLA.
• Coordinate with L&D to plan upcoming training.
• Oversee the 24/7 Scheduling & Real Time Team.
• Track staff movements against forecast and recommend adjustments.

Skills

Strategic thinking

Analytical skills

Communication skills

Forecasting

Tools

IEX

Job description

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. This position will be an integral part of the Traveler Care organization – The WFM Senior Analyst is responsible for service level delivery (call management and staffing requirements) as it relates to the Business Travel Customer Service Center’s incoming and outgoing calls. The primary responsibilities of this position: creating efficient schedules, long range planning and on-going analysis of real time performance. This position provides decision making, the determination of alternative plans when necessary and system data for optimal call flow management and employee staffing. The WFM Lead Analyst team leads a multi-market, strategic planning process that drives outstanding customer service, improved profitability, and enables delivery capabilities that differentiate AEGBT in the industry. We are looking for an experienced Call Center WFM Senior Analyst to be a part of our global infrastructure. This role will be responsible creating efficient schedules, weekly planning, review of excess capacity and make recommendations for balancing of resources and services levels. The successful candidate will combine strong scheduling discipline with sound communication skills, while working with our global business partners.

What You’ll do

• Create efficient schedules
• Scheduling training and other BTOP requests.
• Processing and managing overtime and under time.
• Achieve daily, weekly, monthly & quarterly 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.
• Monitoring handling times and adherence SLA under/over achievement.
• Mange with L&D Team to plan the upcoming Training
• Handle the tenured Scheduling & Real Time Team (24/7)
• Constantly monitoring staff movements in line with forecast plan.
• Recommendations on changes to staff to ensure that SLA’s are met.

What We’re looking for

• Strong strategic thinking and the ability to work proactively.
• Very good analytical skills, ability to work lead and motivate teams.
• Extremely accurate in generating reports and presentation of data.
• IEX knowledge.
• Excellent verbal, written communication and influencing skills.
• Self-motivated and flexible in working hours according to workloads
• Strong strategic thinking and the ability to work proactively and independently
• Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.
• Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.

Minimum of 4years call center experience and/or minimum 3years’ WFM planning experience. Good working knowledge of IEX, ability to organize set priorities and multi-task within timescales, effective management of time, project management experience and good understanding of processes and structure.

Location Bangalore, India

Benefits

• 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.

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.

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!

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.