Workforce Management Senior Regional Analyst - United States - Virtual Location

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.

This position will be an integral part of the Traveler Care organization. The Senior Regional Analyst is responsible for service level delivery (call management and staffing requirements) as it relates to the Business Travel Customer Service Center’s incoming and outgoing calls.  The primary responsibilities of this position: creating efficient schedules, long range planning and on-going analysis of real time performance. This position provides decision making, the determination of alternative plans when necessary and system data for optimal call flow management and employee staffing. 

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 AMEXGBT 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. 

What You’ll Do:

• 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 …