Full stack software engineer supporting ASU Library's mission with software that enhances digital resources. Collaborating with faculty and IT to improve research, teaching, and learning.
About the role
- Analyst performing tactical tasks within Workforce management for scheduling and real-time management at Amex GBT. Supporting various roles while ensuring service level agreements are met.
Responsibilities
- Perform tactical work within Workforce management
- Support various workforce management roles and tasks (Scheduling & Real Time)
- Monitor and manage service level agreements
- Conduct root cause analysis for SLA deviations and share insights with leadership
- Manage and optimize non-productive activities and associates' breaks
- Create and share reports as per business requirements (hourly, EOD & MTD reports)
- Watch real time queues and make real time skilling changes
- Manage Scheduling & real time mailbox
- Respond to requests within targeted SLA
- Assist operations with good schedules and coverage, meeting all KPIs
- Effectively manage stakeholders
Requirements
- Minimum of 3 years call center experience
- Minimum of 2 years of Workforce management scheduling and real time management experience
Benefits
- Flexible benefits tailored to each country starting the day you do
- Health and welfare insurance plans
- Retirement programs
- Parental leave
- Adoption assistance
- Wellbeing resources to support you and your immediate family
- Travel perks with choice of deals from major travel providers
- Access to over 20,000 courses on the learning platform
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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