Workforce Management Analyst

About American Express Global Business Travel

Amex GBT fosters a culture where colleagues are inspired by travel's positive impact and have the opportunity to influence the travel industry. The company promotes an inclusive, collaborative environment that values every voice.

Role Overview and Responsibilities

• Support tactical workforce management activities, specifically assisting scheduling and real-time workforce functions.
• Handle posting of approved schedules and manage communication through scheduling and real-time mailboxes, ensuring responses meet targeted service level agreements (SLAs).
• Process schedule exceptions, including those with advance notice and same-day requests.
• Coordinate scheduling for training sessions and other business time off programs.
• Manage overtime and undertime processes along with timetable adjustments.
• Work to meet daily service level and efficiency targets.
• Monitor real-time queues and adjust staffing skills as necessary.
• Provide support across other workforce management roles as needed.
• Willingness and ability to work flexible shifts, including rotations covering UK and US shift timings, with openness to 24/7 work.

Qualifications and Skills

• Minimum of 3 years experience in call center environments, including at least 2 years in workforce management covering scheduling and real-time operations.
• Preferred college degree or higher education beyond high school.
• Strong analytical capabilities with attention to data integrity and accuracy in data entry and presentation.
• Proficient in IEX workforce management systems and Avaya CMS for call center operations.
• Intermediate skills in Microsoft Excel, including Visual Basic and ODBC functionalities.
• Capability to independently manage tasks, prioritize duties within deadlines, and maintain effective time management.
• Experience managing workforce projects supporting service delivery outside India.
• Excellent communication skills with the ability to conduct weekly staffing and KPI review meetings and present to senior stakeholders.

Additional Responsibilities

• Ensure health and safety standards within the team, maintaining a secure working environment.
• Adhere strictly to company and client security protocols and policies.
• Perform other reasonable duties as assigned.

Work Environment and Location

The role is based in Bangalore, India, requiring flexibility in work hours to accommodate different markets supported and shift rotations.

Employee Benefits and Culture

• Country-specific flexible benefits that commence on the first day, such as health insurance, retirement plans, parental and adoption leave, and wellbeing support.
• Access to discounted travel deals weekly from prominent providers covering flights, accommodations, cruises, and car rentals.
• Opportunities for skill development through a large library of online courses, leadership training, and priority access to internal job openings.
• Commitment to inclusion via global groups that encourage awareness, advocacy, and community among employees.
• A workplace that embraces equal employment opportunities regardless of gender, age, race, religion, disability, or other legally protected characteristics.

Equal Opportunity and Accessibility

Applicants will be considered without discrimination, and reasonable accommodations are provided for individuals with disabilities throughout hiring processes.

Additional Notes

Candidates who may not meet every listed requirement but are passionate about the role and company mission are encouraged to apply, as diverse backgrounds are valued.