Lead Analyst 1
Lead Analyst 1
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Job Description
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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
What Youll Do on a Typical Day :
This role is to ensure effective workforce management solutions to enable the company to achieve its business objectives in the most efficient and cost effective without impacting SLAs.
As a prime focus towards improving contact center efficiency across the global this role with conceptualize strategize and manage initiatives by delivering analysis that could improve efficiency without impacting SLAs. Also should be able to produce reports to demonstrate from various tools.
Analysts are accountable for interpreting the historical data and model best solution to gain efficiency.
Based on historical data analyze and develop recommendations to maximize efficiency
What Were Looking For:
Graduate with 5 to 7 years of experience in Workforce Management.
Should be well versed with IEX Avaya and Cisco tools
Should be aware of all the WFM metrics (AHT Service Level Occupancy Utilization etc.
Should be aware of workforce Management concepts from Global WFM point of view (Weekly hours / VTOs / Annualized hours)
Should be strong in Database skills
Generate report through multiple tools and analyze data
Should be able to articulate point of departure until point of arrival for the recommendations
Be adaptable and manage change in a dynamic business environment including changes to GSD priorities project scope and deliverables.
Implement change to bring long term and sustainable benefit to the global service team.
Should have excellent logical view
Location
Bangalore 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 wellbeing resources to support you and your immediate family.
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 access to over 20000 courses on our learning platform leadership courses and new job openings available to internal candidates first.
We strive to champion Inclusion in every aspect of our business at Amex 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!
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.
Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
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 the Amex GBT Recruitment Privacy Statement.
What if I dont meet every requirement If youre passionate about our mission and believe youd be a phenomenal addition to our team dont worry about checking every box; please apply anyway. You may be exactly the person were looking for!
Required Experience:
IC
Employment Type
Full-Time
