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Amex GBT is seeking a Senior Analyst for Workforce Management in Gurgaon, India, who will be responsible for tactical workforce tasks, including scheduling, real-time management, and performance reporting. The ideal candidate should have at least three years of call center experience, with a focus on workforce management.
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Job Summary
The role is accountable for tactical work within Workforce Management including scheduling and real-time operations.
Candidates must conduct root cause analysis for service level agreement deviations and share insights with leadership.
Amex GBT offers flexible benefits, travel perks, and access to over 20,000 learning courses.
Matching Summary
Match Score: 75
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Amex GBT is seeking a Senior Analyst for Workforce Management in Gurgaon, India, who will be responsible for tactical workforce tasks, including scheduling, real-time management, and performance reporting. The ideal candidate should have at least three years of call center experience, with a focus on workforce management.
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Skills & Requirements
Must-have
3 years call center experience
2 years workforce management experience
Scheduling and Real Time management skills
Root cause analysis for SLA deviations
Real time queue monitoring and skilling
Nice-to-have
Stakeholder management capabilities
Inclusive and collaborative culture fit
Optimization of non-productive activities
Effective communication with leadership
Key Requirements
Minimum 3 years call center experience
Minimum 2 years WFM scheduling & Real Time experience