Senior Analyst Wfm

Amex GBT

Gurgaon, India
Monitor and manage service level agreements
Conduct rca for sla deviations
Manage non-productive activities and breaks
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

Job Summary

  • 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.
  • Flexible benefits are tailored to each country and start the day you do.
  • We strive to champion Inclusion in every aspect of our business at Amex GBT.

Matching Summary

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.

Skills & Requirements

Must-have

  • Monitor and manage service level agreements
  • Conduct RCA for SLA deviations
  • Manage non-productive activities and breaks
  • Create and share business reports
  • Real-time queue monitoring and skilling changes
  • Respond to requests within SLA

Nice-to-have

  • Inspiration in travel as a force for good
  • Inclusive and collaborative culture
  • Develop desired skills
  • Champion Inclusion in every aspect

Key Requirements

  • Minimum 3 years call center experience
  • Minimum 2 years WFM scheduling experience
  • Minimum 2 years WFM real time management experience

Work Rights

Not specified

Tailored Resume

Cover Letter