WFM Senior Analyst

Responsibilities

• Execute tactical workforce management tasks including scheduling and real-time monitoring
• Manage scheduling and real-time mailboxes, responding to requests within targeted SLAs
• Process schedule exceptions, training requests, and timetable management
• Monitor real-time queues and implement skilling changes to achieve service level and efficiency goals
• Manage overtime, under-time, and provide recommendations on VTO to balance service levels and costs
• Partner with forecasting teams to align staffing, skills, and forecasted demand with effective working patterns
• Conduct weekly meetings focused on staffing, shrinkage reviews, and KPI results

Requirements

• Minimum of 3 years of call center experience
• Minimum of 2 years of Workforce Management (WFM) experience in scheduling and real-time management
• Proficiency in IEX WFM software
• Strong knowledge of Avaya CMS
• Advanced MS Excel skills with intermediate Visual Basic and ODBC skills
• Ability to work rotational shifts, including UK and US time zones (24/7 environment)
• Strong analytical and communication skills, with the ability to present to senior stakeholders

About the Company

American Express Global Business Travel (GBT) provides end-to-end corporate travel and meetings program management through best-in-class booking technology, smart analytics, and exceptional care. With a presence in nearly 120 countries, we help companies of all sizes manage their travel needs efficiently and effectively.