Wfm Analyst-3

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Analysts are accountable to do the tactical work within Workforce management by supporting the various workforce management roles. Duties include:

- Posting agreed upon schedules
- Managing the Scheduling mailbox. Responding to requests within the targeted SLA.
- Managing the Real Time mailbox. Responding to requests within the targeted SLA.
- Processes schedule exceptions both advanced notice and day of requests.
- Scheduling training and other BTOP requests.
- Processing and managing overtime and under time.
- Timetable management.
- Achieve daily service level and efficiency goals.
- Watching real time queues and making real time skilling changes.
- Supporting the various other Work Force Management roles as needed
- Open to work for US hour (8 AM to 5 PM EST)

Compliance:

- Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents
- You must take personal responsibility to understand and comply with all company and client security requirements and policies.
- Perform any other reasonable duties that may be requested

Education
_(if beyond High School or equivalent_
- )_:
College degree preferred

Experience Target
_(in this job or a related function/field)_:
Minimum of 4 years call Centre experience, minimum 24 months resource scheduling and real time management experience.

**Skills**:Very good analytical skills, ability to work independently on a frequent basis. Self-motivated and flexible in working hours according to workloads. Extremely accurate in the entering and presenting of data. Essential to this role is data integrity. WFM Analyst must work with their internal customers to ensure that data on the WFM system (IEX) is accurate with what Operations know to be true. Partner with forecasting teams to match staff (numbers and skills), forecasted demand, planned absence and known shrinkage into effective working patterns. Ability to work independently. Ability to work the hours of the market being supported. Should have handled at-least one WFM project where Service Delivery isn’t based out of India.

Knowledge/Abilities:
Very good working knowledge of IEX, ability to organize, set priorities and multi-task within timescales, effective management of time, good understanding of the company’s processes and structure. Strong knowledge of Avaya CMS. Should be able to provide recommendation on VTOs / Overtimes as and when schedules are rolled out to balance Service Level and Cost. Should be strong at MS Excel and have intermediate Visual Basic and ODBC skills.

Communication Capabilities:
Should be able to conduct weekly meetings, focused on Staffing, shrinkage review, KPI Results, etc. Should be able to present to senior stakeholders within the direct or indirect business functions.

Location

India - Virtual Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.- Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.- Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.- Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.-
- We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.- And much more

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