Real-time Operations Analyst

3 weeks ago


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

About the Role

We are seeking a highly skilled Real-time Operations Analyst to join our Contact Centre team. As a key member of our workforce management team, you will be responsible for providing expert advice to operational areas on resource and workload issues.

Key Responsibilities

  • Lead daily meetings to discuss departmental performance with key stakeholders and make recommendations for changes to plans.
  • Analyse trends in key performance areas and highlight concerns and underlying causes to the operation.
  • Use capacity plans to review short-term shift coverage and shrinkages.
  • Compile reports and analysis on short-term inbound performance for customer service managers.
  • Manage emergency procedures, changing skill groups and call routing to maximise performance.
  • Track and analyse work arrival and patterns to ensure the workforce is optimized to achieve service level goals.

Requirements

  • 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.
  • Experience using a workforce management system.
  • Positive attitude and flexibility when faced with fast-paced, complex challenges.

About Us

At American Express Global Business Travel, we are committed to providing a positive and inclusive work environment where our colleagues feel valued and inspired to contribute their best work.



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