American Express WFM Analyst

Check the below link for applying.

American Express Off Campus 2023 is hiring candidates for the post of WFM Analyst.

Job Responsibilities:

• Posting agreed upon schedules
• Managing 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.

Eligibility Criteria:

• (if beyond High School or equivalent) College degree preferred.

•   Minimum of 2 years call centre experience, minimum 18 months resource scheduling or real time management experience.

Preferred skill:

• Very good analytical skills, ability to work independently on a frequent basis.
• Self-motivated and flexible in working hours according to workloads.
• Extremely accurate in the entering and presenting of data. Essential to this role is data integrity. 
• WFM Analyst must work with their internal customers to ensure that data on the WFM system (IEX) is accurate with what Operations know to be true. 
• Partner with forecasting teams to match staff (numbers and skills), forecasted demand, planned absence and known shrinkage into effective working patterns.
• Ability to work independently. Ability to work the hours of the market being supported.
• Should have handled at-least one WFM project where Service Delivery isn’t based out of India.
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