Amex GBT is a place where colleagues find inspiration in travel as a force for valuable 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.
• Flexible 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.

📌 Senior Analyst (Bengaluru)
🏢 American Express Global Business Travel
📍 Bengaluru