Analyst – Scheduler & Real-time Analytics-wfm

vorstellungsreise.de

Bangalore, India
Advanced proficiency in iex and cisco tools
Workforce scheduling and optimization
Real-time contact center performance monitoring
Amex GBT offers an inclusive and collaborative culture where your voice is valued and supports career development with access to over 20,000 courses and leadership training

Job Summary

  • Amex GBT offers an inclusive and collaborative culture where your voice is valued and supports career development with access to over 20,000 courses and leadership training.
  • The role involves developing and optimizing workforce schedules while managing real-time performance metrics to ensure exceptional service levels and operational efficiency.
  • Employees benefit from flexible health and welfare insurance plans, retirement programs, parental leave, travel perks, and a commitment to inclusion and reasonable accommodations.

Matching Summary

Amex GBT offers an inclusive and collaborative culture where your voice is valued and supports career development with access to over 20,000 courses and leadership training.

Skills & Requirements

Must-have

  • Advanced proficiency in IEX and Cisco tools
  • Workforce scheduling and optimization
  • Real-time contact center performance monitoring
  • Intraday staffing adjustments
  • Data analysis and reporting
  • Workforce management metrics expertise

Nice-to-have

  • Strong presentation and influencing skills
  • Adaptability to dynamic business environments
  • Collaboration with global teams
  • Change management and continuous improvement
  • Experience with Smartsync tool

Key Requirements

  • Minimum 4 years call center operations experience
  • Minimum 24 months dedicated Workforce Management experience
  • Bachelor's degree or certification preferred
  • Proven real-time monitoring and scheduling optimization
  • Strong database and SQL query skills

Work Rights

Not specified

Tailored Resume

Cover Letter