at American Express Global Business Travel in Dover, Delaware, United States
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.
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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 needed.
+ Monitoring handling times and adherence SLA under/over achievement.
+ Constantly monitoring staff movements in line with forecast plan. Recommendations on changes to staff to ensure that SLA's are met.
What We're Looking For: + Four-year college degree or equivalent.
+ Strong strategic thinking and the ability to work proactively and independently.Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.
+ Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
+ IEX knowledge.
+ Minimum of 4 years call center experience and/or minimum 2 years' WFM planning experience.
+ Strong strategic thinking and the ability to work proactively.
+ Very good analytical skills, ability to work lead and motivate teams.
+ Extremely accurate in generating reports and presentation of data.
+ Excellent verbal, written communication and influencing skills.
+ Self-motivated and flexible in working hours according to workloads.
Knowledge/Abilities: Good working knowledge of IEX , ability to organize set priorities and multi-task within timescales, effective management of time, project management experience and good understanding of processes and structure.
Location United States – Virtual Location
The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate's relevant experience, skills, knowledge, and work location.
In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
Benefits at a glance ( POJ -129/images/ GBT 2023BenefitsAtAGlance Without Rates Final.pdf)
The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT .
+ Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.
+ Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
+ Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
+ We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT . You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
+ Wellbeing resources to support mental and emotional health for you and your immediate family.
+ And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement ( .
What if I don't meet every requirement?If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for!
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