Real-time Operations Analyst
3 weeks ago
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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