Lead WFM Analyst

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.

We are seeking an experienced and detail-oriented Lead WFM Analyst to join our Workforce Management this role you will be responsible for forecasting scheduling and optimizing staffing levels to ensure operational efficiency while maintaining service quality standards. You will lead a team of WFM analysts and collaborate cross-functionally to support business objectives.

What Youll Do on a Typical Day :

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

• Operational management team: Subject matter expert to provide comment and insight to help achieve service levels. Reporting on trends outside forecast plan call patterns not on target and solution to ensure achievement of SLAs. Primary point of contact for all WFM requests for the business. Supervisors: Handling times and adherence SLA under/over achievement. Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff rotes to ensure that SLAs are met.

• Business: Building relationships to gain insight to the various marketing communications and customer projects expected to keep yourself informed of potential future demand - interpret its impact on your particular area of responsibility. Advisors & Operation: Monthly focus groups with advisors and operations to allow constructive feedback around shift fit to profile and work life balance. Work to minimize the number of exceptions. Communicate from previous month actions and outcomes.

• Delivery of Shifts: All shift plans must be communicated at least two weeks in advance to agents and operations for sign off. Managing the Scheduling team must respond to requests within the targeted SLA. Managing the Real Time team. And team most respond to requests within the targeted SLA. Understand all the scheduling and real time Processes Team must clear the exceptions and team has to inform if we found anything warning. Team must schedule training and other BTOP as per requests process. Processing and managing overtime and under time. Timetable management.

• Support and guidance planned and ad hoc reporting. 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/Canada hour. Directing the workload for the WFM Coordinator role. 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

What Were Looking For :

• Graduate with minimum of 8 years call Centre experience minimum 5 years of scheduling and real time management experience. Minimum 3 years of team handle/management experience.

• 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 isnt based out of India.

• Very good working knowledge of IEX ability to organize set priorities and multi-task within timescales effective management of time good understanding of the companys 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. 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

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!