Lead Analyst 1

3 weeks ago

Gurugram Bengaluru, India American Express Global Business Travel Full time
Job Description

What You'll Do on a Typical Day :

- This role is to ensure effective workforce management solutions to enable the company to achieve its business objectives in the most efficient and cost effective without impacting SLAs.
- As a prime focus towards improving contact center efficiency across the global this role with conceptualize, strategize and manage initiatives by delivering analysis that could improve efficiency without impacting SLAs. Also, should be able to produce reports to demonstrate from various tools.
- Analysts are accountable for interpreting the historical data and model best solution to gain efficiency.
- Based on historical data, analyze and develop recommendations to maximize efficiency

What We re Looking For:

- Graduate with 5 to 7 years of experience in Workforce Management.
- Should be well versed with IEX, Avaya and Cisco tools
- Should be aware of all the WFM metrics (AHT, Service Level, Occupancy, Utilization, etc.
- Should be aware of workforce Management concepts from Global WFM point of view (Weekly hours / VTOs / Annualized hours)
- Should be strong in Database skills
- Generate report through multiple tools and analyze data
- Should be able to articulate point of departure until point of arrival for the recommendations
- Be adaptable and manage change in a dynamic business environment, including changes to GSD priorities, project scope and deliverables.
- Implement change to bring long term and sustainable benefit to the global service team.
- Should have excellent logical view

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