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Workforce Management Analyst
4 weeks ago
The responsibilities for the position include:
Schedule Creation:
• Develop employee schedules based on forecasted workloads, service level targets, and productivity requirements
• Consider factors such as call volumes, customer demand patterns, staffing constraints, and employee availability to create efficient and effective schedules
Workforce Optimization:
• Optimize workforce utilization by balancing staffing levels and skill sets to match workload fluctuations
• Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling costs
Schedule Adherence:
• Monitor and manage employee adherence to assigned schedules
• Track attendance, breaks, lunch hours, and time-off requests to ensure compliance with the established schedules and address any deviations
Real-Time Monitoring:
• Continually monitor real-time performance metrics, such as service levels, average handle times, and agent availability
• Make timely adjustments to schedules or resource allocation to maintain optimal service levels and address any imbalances or disruptions in operations
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Workforce Planning Analyst
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Workforce Manager
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Workforce Management Analyst
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Gurgaon, Haryana, India American Express Global Business Travel Full timeAmex 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. Ready to explore a career path? Start your journey. This is an essential role in...
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