Workforce Management Analyst
hace 2 semanas
Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.Ready to explore a career path? Start your journey.What You’ll DoPosting agreed upon schedulesManaging the Scheduling mailbox. Responding to requests within the targeted SLA.Managing the Real Time mailbox. Responding to requests within the targeted SLA.Processes schedule exceptions both advanced notice and day of requests.Scheduling training and other BTOP requests.Processing and managing overtime and under time.Timetable management.Achieve daily 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.Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agentsYou must take personal responsibility to understand and comply with all company and client security requirements and policies.Perform any other reasonable duties that may be requestedWhat We’re Looking ForBilingual English - Spanish is a mustMinimum of 2 years call center experience, minimum 18 months resource scheduling or real time management experience.Very good working knowledge of IEXFlexible in working hours according to workloads/able to work on Saturdays and Sundays is a mustAnalytical skills,Strong knowledge of Avaya CMS. Should be able to provide recommendation on VTOs/Overtimes as and when schedules are rolled out to balance Service Level and Cost.Strong knowledge of MS ExcelIntermediate Visual BasicODBC skills.Location MexicoThe #TeamGBT Experience**Work and life**: Find your happy medium at Amex GBT.Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.**Travel perks**: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.Wellbeing resources to support mental and emotional health for you and your immediate family.And much moreFurthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.
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Bilingual Junior Workforce Analyst
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Workforce Management Supervisor
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Desde casa, México NTT DATA Services A tiempo completo**Responsibilities**: - Provides direct supervision to a team of Workforce Management team members owning Contact Centre Forecasting, Headcount planning, scheduling, reporting, and real-time monitoring. - Sets and communicates clear expectations for work outcomes and manages performance. - Effective planning to ensure the SLAs of all Clients are met each...
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Ukg Kronos Senior Consultant
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Vm Performance Management Analyst
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