Analyst – Scheduler & Real-time Analytics-wfm

Amex GBT

Bangalore, India
Workforce scheduling and optimization
Real-time contact center monitoring
Advanced proficiency in iex and cisco tools
Amex GBT offers an inclusive and collaborative culture where colleagues can make an impact on the travel industry through their work

Job Summary

  • Amex GBT offers an inclusive and collaborative culture where colleagues can make an impact on the travel industry through their work.
  • This role focuses on improving contact center efficiency by mastering strategic scheduling and real-time operational management to meet business objectives and SLAs.
  • Employees enjoy flexible benefits, travel perks, extensive learning opportunities, and a commitment to inclusion and equal employment consideration.

Matching Summary

Amex GBT offers an inclusive and collaborative culture where colleagues can make an impact on the travel industry through their work.

Skills & Requirements

Must-have

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

Nice-to-have

  • Smartsync analytical tool experience
  • Multi-skilled or multi-channel environment support
  • Strong presentation and communication skills
  • Change management and continuous improvement
  • Collaboration with global teams

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 experience
  • Advanced Excel and SQL query skills

Work Rights

Not specified

Tailored Resume

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