WFM Analyst

Responsibilities

• Support optimal staffing strategies and analyze workforce trends to ensure efficient resource allocation
• Post agreed-upon schedules and manage scheduling and real-time mailboxes within targeted SLAs
• Process schedule exceptions, including advanced notice and day-of requests
• Manage training schedules, timetable management, and other BTOP requests
• Process and manage overtime and under-time to balance service levels and costs
• Monitor real-time queues and implement real-time skilling changes to achieve daily service level goals
• Support various other Workforce Management roles as needed

Requirements

• Graduate degree with a minimum of 2-3 years of call center experience
• Minimum of 18 months of experience in resource scheduling or real-time management
• Working knowledge of IEX and strong knowledge of Avaya CMS
• Proficiency in MS Excel with intermediate Visual Basic and ODBC skills
• Ability to organize, set priorities, and multi-task effectively within strict timescales

Benefits

• Flexible benefits including health and welfare insurance, retirement programs, and parental leave
• Travel perks featuring weekly deals on flights, hotels, cruises, and car rentals
• Access to over 20,000 courses on a dedicated learning platform and leadership development opportunities
• Inclusive culture with access to 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 travel industry.