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American Express Global Business Travel | Jobs | Senior Regional Analyst | BigDataKB.com | 08-02-22

Job Location: Bangalore/Bengaluru

The Senior Regional Analyst team leads a multi-market, strategic planning process that drives outstanding customer service, improved profitability, and enables delivery capabilities that differentiate AEGBT in the industry. We are looking for an experienced Call Center Senior Regional Analyst to be a part of our global infrastructure. This role will be responsible creating efficient schedules, weekly planning, review of excess capacity and make recommendations for balancing of resources and services levels. The successful candidate will combine strong scheduling discipline with sound communication skills, while working with our global business partners.

General Tasks:

  • Create efficient schedules
  • Scheduling training and other BTOP requests.
  • Processing and managing overtime and under time.
  • Achieve daily, weekly, monthly quarterly service level and efficiency goals.
  • Watching real time queues and making real time skilling changes.
  • Supporting the various other Work Force Management roles as needed.
  • Monitoring handling times and adherence SLA under/over achievement.
  • Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff to ensure that SLA s are met.

Qualifications:

  • Strong strategic thinking and the ability to work proactively and independently
    Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.
  • Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
  • IEX knowledge.
  • Four-year college degree or equivalent.
  • Minimum of 4years call center experience and/or minimum 2years WFM planning experience.
  • Strong strategic thinking and the ability to work proactively.

Skills:

  • Very good analytical skills, ability to work lead and motivate teams.
  • Extremely accurate in generating reports and presentation of data.
  • Excellent verbal, written communication and influencing skills.
  • Self-motivated and flexible in working hours according to workloads

Knowledge/Abilities:

  • Good working knowledge of IEX, ability to organize set priorities and multi-task within timescales, effective management of time, project management experience and good understanding of processes and structure.

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