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Global Workforce Optimization Specialist

1 month ago

Gurgaon, Haryana, India American Express Global Business Travel Full time

Company Overview

At American Express Global Business Travel, we believe that travel has the power to inspire and bring people together. Our team is passionate about helping our colleagues achieve success and thrive in a collaborative and inclusive culture.

About the Role

We are seeking a highly skilled Global Workforce Realtime Analyst to join our team in Gurgaon, India. As a key member of our Contact Centre operations, you will play a critical role in ensuring seamless day-to-day operations and providing expert advice to our operational teams.

Job Description

  • You will work closely with our scheduling analysts across the global network to coordinate activities and ensure Service Level Agreements (SLAs) are consistently met.
  • You will analyze trends in key performance areas, highlighting concerns and underlying causes to the operation.
  • You will use capacity plans to review short-term shift coverage and shrinkages, compiling reports and analysis to present to customer service managers.
  • You will track and analyze work arrival patterns, optimizing the workforce to achieve service level goals.

Required Skills and Qualifications

  • Experience working with data in a contact centre environment.
  • Intermediate Microsoft Office skills (Excel, Word, PowerPoint).
  • Solid understanding of telephony, routing, skilling systems and methodologies preferred.
  • Experience using a workforce management system.

Benefits

  • Competitive salary: ₹1,200,000 - ₹1,500,000 per annum
  • Flexible benefits tailored to your needs, including health insurance, parental leave, and more.
  • Travel perks: choose from deals on flights, hotels, cruises, and car rentals.
  • Develop new skills with our global tuition assistance program and access to over 20,000 courses on our learning platform.

What We're Looking For

  • A self-starter who can turn vision into results.
  • Demonstrated aptitude for business problem identification, pattern recognition, data collection, and independent problem-solving.

Location

Gurgaon, India

The #TeamGBT Experience

Join us at American Express Global Business Travel and find your happy medium between work and life. Enjoy flexible benefits, travel perks, and opportunities to develop new skills and grow your career.