Analyst – Scheduler & Real-Time Analytics-WFM

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 a dynamic detail-oriented and analytically-mindedLead Analyst Scheduler & Real-Time Analytics (RTA)to join our Global Service Delivery team. This dual-focused role is critical to ensuring effective workforce management solutions that enable Amex GBT to achieve its business objectives efficiently and cost-effectively while maintaining exceptional Service Level Agreements (SLAs).

In this role you will be at the forefront of improving contact center efficiency across our global operations by mastering both strategic scheduling and real-time operational management. You will develop optimize and monitor workforce schedules while simultaneously managing real-time performance metrics identifying variances and implementing immediate corrective actions. Your expertise in balancing long-term planning with real-time responsiveness will directly impact our ability to serve clients with excellence and maintain operational efficiency.

What Youll Do

Scheduling & Workforce Planning

• Schedule Development & Optimization:
  • Create and maintain daily weekly and monthly schedules based on forecasted volumes and staffing requirements
  • Optimize schedules to meet SLA service level occupancy and shrinkage targets
  • Balance agent productivity with service-level goals while minimizing operational costs
  • Ensure schedules align with Global WFM concepts including weekly hours VTOs and annualized hours
• Schedule Management & Administration:
  • Manage shift bids rotations overtime time-off requests and schedule adjustments
  • Publish schedules on time and communicate changes effectively to all stakeholders
  • Maintain schedule data accuracy within WFM tools
  • Support operational needs during new launches go-lives peak periods and special events
  • Analyze schedule adherence trends and recommend improvements
• Stakeholder Coordination:
  • Collaborate with Forecasting and Operations teams to align schedules with business needs
  • Work closely with team leads and agents to address scheduling concerns and optimize coverage
  • Communicate schedule-related updates and changes to management and operational teams

Real-Time Analytics & Monitoring

• Real-Time Performance Monitoring:
  • Monitor real-time contact center performance metrics and identify variances from targets
  • Track service levels occupancy AHT utilization and other critical KPIs throughout the day
  • Identify performance gaps and bottlenecks as they occur
  • Provide immediate insights and recommendations to address performance issues
• Intraday Management & Adjustments:
  • Manage intraday adjustments to respond to real-time demand fluctuations
  • Conduct daily staffing reviews and shrinkage analysis
  • Recommend and implement real-time staffing adjustments (e.g. VTOs overtime shift swaps)
  • Balance service levels with operational costs through dynamic scheduling decisions
  • Support rapid response to unexpected events or volume spikes
• Real-Time Reporting & Insights:
  • Generate real-time dashboards and reports for visibility into KPI performance
  • Develop and maintain real-time analytics that support decision-making
  • Provide actionable insights to management on current operational status
  • Escalate critical issues and recommend immediate corrective actions

Strategic Analysis & Planning

• Data Analysis & Modeling:
  • Interpret historical data and model best-practice solutions to maximize operational efficiency
  • Develop data-driven recommendations with clear articulation from point of departure to point of arrival
  • Conduct comprehensive analysis of workforce management metrics (AHT Service Level Occupancy Utilization etc.)
  • Identify trends and patterns that impact scheduling and operational efficiency
• Reporting & Data Management:
  • Generate comprehensive reports using multiple tools (IEX Cisco) and analyze data for actionable insights
  • Develop and maintain dashboards for real-time and historical visibility into KPI performance
  • Ensure data integrity and accuracy in all reporting and analysis
  • Prepare and share schedule-related reports and insights with management
  • Present findings to senior stakeholders across direct and indirect business functions

Tool Proficiency & Technical Skills

• WFM Tool Expertise:
  • Demonstrate advanced proficiency in IEX and Cisco tools
  • Maintain and optimize reporting infrastructure
  • Leverage Smartsync and other analytical tools for enhanced insights
  • Ensure accurate data entry and maintenance within WFM systems
• Database & Analytics:
  • Write and execute database queries to extract and analyze workforce data
  • Develop advanced Excel models and analyses
  • Create automated reports and dashboards
  • Troubleshoot data discrepancies and ensure system accuracy

Stakeholder Engagement & Communication

• Leadership & Collaboration:
  • Conduct focused meetings on staffing shrinkage review and KPI results
  • Present complex data insights to senior leadership in a clear compelling manner
  • Collaborate with global teams to implement sustainable long-term improvements
  • Communicate recommendations and changes effectively across all levels
  • Build strong working relationships with Operations Forecasting and Real-Time teams

Change Management & Continuous Improvement

• Operational Excellence:
  • Implement changes that bring long-term and sustainable benefits to the global service team
  • Be adaptable and manage change in a dynamic business environment
  • Support transitions in GSD priorities project scope and deliverables
  • Identify opportunities for process improvement and operational efficiency
  • Champion best practices and drive adoption across teams

What Were Looking For

Experience

• Minimum 4 yearsof call center operations experience Minimum 24 monthsof dedicated Workforce Management experience with focus on scheduling and/or real-time management

• Proven track record in real-time monitoring scheduling optimization and intraday management
• Experience supporting multi-skilled or multi-channel environments is a strong advantage
• Demonstrated ability to manage multiple priorities in a fast-paced environment

• Bachelors degree or certification in any field (preferred)

Technical Skills

• Advanced proficiencyin IEX and Cisco tools
• Strong database skillswith ability to write and execute SQL queries
• Advanced Excel expertiseincluding pivot tables VLOOKUP data modeling and automation
• Expertise in workforce management metrics and concepts(Service Levels Shrinkage Occupancy AHT Utilization etc.)
• Proficiency in data analysis and reporting tools
• Smartsync experience is a plus

Core Competencies

• Analytical Excellence:Excellent analytical and problem-solving abilities with strong logical reasoning
• Attention to Detail:Exceptional data integrity and accuracy standards
• Independence & Motivation:Self-motivated with ability to work independently and take ownership
• Adaptability:Flexible and adaptable to changing workloads priorities and business needs
• Communication:Excellent verbal and written communication skills with ability to articulate complex concepts
• Influencing & Presentation:Strong presentation capabilities and ability to influence stakeholders
• Organization & Prioritization:Ability to organize prioritize and multi-task effectively within tight timescales
• Time Management:Proficient time management and ability to meet deadlines consistently
• Stakeholder Management:Strong ability to collaborate and manage relationships across teams and levels

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!