Senior Analyst WFM

Responsibilities

• Post agreed-upon schedules and manage scheduling and real-time mailboxes within target SLAs
• Process schedule exceptions, training requests, and timetable management
• Manage overtime and under-time processing
• Monitor real-time queues and implement skilling changes to achieve service level and efficiency goals
• Conduct weekly meetings focused on staffing, shrinkage review, and KPI results
• Present findings and recommendations to senior stakeholders
• Ensure data integrity within the WFM system (IEX) and partner with forecasting teams

Requirements

• College degree is mandatory
• Minimum of 2 years of call center experience
• Minimum of 18 months of experience in resource scheduling or real-time management
• Proficiency in IEX and strong knowledge of Avaya CMS
• Advanced MS Excel skills with intermediate Visual Basic and ODBC skills
• Strong analytical skills and the ability to work independently
• Experience handling WFM projects where service delivery is based outside of India

Benefits

• Flexible benefits including health and welfare insurance, retirement programs, and parental leave
• Travel perks with weekly deals on flights, hotels, cruises, and car rentals
• Access to over 20,000 courses on a dedicated learning platform
• Inclusive culture with global INclusion Groups

About the Company

Amex GBT is a global leader in travel management, where colleagues find inspiration in travel as a force for good. We offer an inclusive and collaborative culture designed to help our employees achieve success and make a meaningful impact on the industry.