Wed. Jun 19th, 2024

CompanyAmerican Express
Job RoleWFM Analyst
QualificationsDegree
Experience0-2 year
SalaryUpto 10 LPA
Passed out2021/20/19/18/17
Job LocationWork From Home

Check the below link for applying.

Job Description:

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 equivalentCollege 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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