Global Workforce Realtime Analyst

2 weeks ago

Gurgaon, India American Express Global Business Travel Full time

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

This is an essential role in the AmexGBT Contact Centres, that provides key assistance in the day-to-day operations. They serve as the main point of contact for the centre management team in regard to staff planning, and initiation of real time game plans. You will also work with the scheduling analysts across the global network to coordinate activities of the front-line associates and ensure SLAs for all queues are consistently achieved.

What You’ll Do on a Typical Day :-

Plan for impact of response to key drivers such as weather events, strike actions and unforeseen external events. Lead daily meetings providing expert advice to the operational areas regarding resource and workload issues, discuss departmental performance with all key stakeholders and make recommendations for any changes to plans. Analyse trends in key performance areas and highlight concerns and underlying cause to the operation. Use capacity plans to regularly review short term shift coverage and shrinkages. Compile reports and analysis on short term inbound performance to present to customer service managers, that are used as tools to highlight performance issues. Management of the implementing emergency procedures when required, changing skill groups and call routing to maximise performance. Track and analyse work arrival and patterns and ensure the workforce is optimized to achieve service level goals. Communicate informed conclusions and recommendations to Manager and Sr Analysts that are tailored to the needs and requirements of the audience. Maintain accurate employee records (hire date, skills, termination, etc.) and perform updates in coordination with training and human resources and technology teams.


What We’re Looking For:

Experience working with data in a contact centre environment. Experience working in an environment focused on continuous improvement. Intermediate Microsoft Office skills (Excel, Word, PowerPoint) Solid understanding of telephony, routing, skilling systems and methodologies preferred. Experience using a workforce management system. Experience with case management software (preferably salesforce.com) Experience working in a multinational and / or virtual office environment preferred. Experience using automated call distribution & call management software preferred. Inquisitive self-starter who can turn vision into results. Demonstrated aptitude for business problem identification, pattern recognition, data collection and preparation, and independent problem solving. Strong attention to detail combined with high-level vision. Positive attitude and flexibility when faced with fast-paced, complex challenges.

Location

Gurgaon, India

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.

Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

And much more

This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult .

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for

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