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Date Posted
08-Jul-2026
Location
Karnataka (KA), 1
Job Type
Full Time
Company
American Express
Description
Job Title: Workforce Management Analyst
Location: Bengaluru, Karnataka
Employment Type: Full-time
About American Express Global Business Travel (Amex GBT):
At Amex GBT, we empower our colleagues to make a difference in the travel industry and beyond. We foster an inclusive, collaborative culture where your voice is valued and your career journey is supported.
Role Overview:
As a Workforce Management Analyst, you will be responsible for managing schedules, ensuring real-time queue management, and supporting various Workforce Management (WFM) functions. Your work will play a critical role in ensuring service level targets are achieved while maintaining operational efficiency.
Key Responsibilities:
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Scheduling & Resource Management:
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Manage the Scheduling mailbox and respond to requests within the targeted SLA.
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Post agreed-upon schedules and handle schedule exceptions (advanced notice and same-day requests).
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Schedule training sessions and other Business Time Off Processing (BTOP) requests.
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Process and manage overtime/undertime requests efficiently.
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Real-Time Monitoring:
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Monitor real-time queues and make skilling adjustments as needed.
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Manage the Real-Time mailbox, responding to requests promptly.
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Support other Workforce Management roles when required.
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Data Analysis & Reporting:
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Perform timetable management to ensure operational efficiency.
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Analyze scheduling trends and identify areas for improvement.
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Ensure adherence to daily service levels and performance goals.
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Compliance & Safety:
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Ensure a safe working environment for all agents by proactively managing Health and Safety issues.
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Comply with all company and client security policies.
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Additional Duties:
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Open to working US hours (24/7 shifts).
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Perform other reasonable duties as requested.
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Qualifications & Skills:
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Education & Experience:
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Minimum 2 years of call center experience, including 18 months in resource scheduling or real-time management.
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Technical Skills:
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Strong working knowledge of IEX (Workforce Management System).
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Proficiency in Microsoft Excel (advanced formulas, pivot tables).
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Intermediate Visual Basic and ODBC skills are preferred.
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Soft Skills:
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Strong analytical and problem-solving abilities.
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Attention to detail and ability to prioritize tasks effectively.
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Excellent communication and collaboration skills.
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Why Join #TeamGBT?
Work-Life Balance & Benefits:
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Flexible healthcare, retirement programs, and parental leave.
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Travel perks—exclusive weekly deals on flights, hotels, and more.
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Mental and emotional health support for you and your family.
Career Development:
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Access to 20,000+ courses, leadership training, and tuition assistance.
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Internal job openings are prioritized for current employees.
Diversity, Equity, and Inclusion:
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Join our Inclusion Groups to advocate for change and foster community.
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We are committed to providing equal employment opportunities.
Your Next Step:
If you’re passionate, dedicated, and ready to make a difference—even if you don’t meet every qualification—apply anyway!
Join Amex GBT and take the next step in your career.
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