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.

What You’ll Do
- Analyst is accountable to do the tactical work within Workforce management by supporting the various workforce management roles (Scheduling & Real Time).
- Good analytical skills.
- Good communication skills-written and verbal.
- Basic excel knowledge.
- Adaptable with shift timings and weekly offs, Open to work 24/7
- 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.
- Analyst should be comfortable working rotational shifts (UK & US shifts)

What We’re Looking For
- Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents
- You 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 requested.
- Education (if beyond High School or equivalent): College degree preferred.
- Required minimum of 3 years call center experience, with minimum 2 years of Workforce management scheduling & Real time management experience.
- Skills: Very good analytical skills, ability to work independently on a frequent basis. Self-motivated and flexible in working hours according to workloads. E

📌 WFM Analyst (Bengaluru)
🏢 Amex
📍 Bengaluru