Global Workforce Realtime Analyst

4 days ago


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

At American Express Global Business Travel, we strive to create a dynamic and inclusive work environment where our colleagues can grow and thrive. As a Global Workforce Realtime Analyst, you will play a pivotal role in shaping our contact centre operations. Your primary responsibility will be to provide expert advice to our operational teams on resource and workload management, ensuring seamless service delivery to our customers.

We are seeking an experienced professional with a solid understanding of data analysis and workforce management systems. Your expertise will help us optimize our workforce to achieve service level goals and maintain high-quality customer interactions. If you are a strategic thinker with excellent problem-solving skills and a passion for delivering exceptional results, we encourage you to apply.

Key Responsibilities:

  • Lead daily meetings to discuss departmental performance and resource allocation.
  • Develop and implement effective workforce management strategies.
  • Analyse trends in key performance areas and provide insights to improve business outcomes.
  • Collaborate with cross-functional teams to achieve service level goals.
  • Manage emergency procedures and implement changes to maximize performance.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and inclusive work environment.
  • A chance to work with a global leader in the travel industry.


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