Lead Business Analyst

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. Were here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. Key responsibilities Lead Business Analyst will with businesses to enhance the effectiveness and integrity of their data reports and documents. They are responsible for collecting, analyzing, and interpreting data from multiple sources and developing and presenting reports to highlight key metrics and trends. They also create data visualization tools, train employees, and consult with stakeholders to help them make informed decisions based on the data. What You'll Do: Creating and maintaining databases with relevant information. Training employees to use these databases. Gathering raw data from different sources. Analyzing data to determine its relevancy to call center. Preparing reports of their findings to help operations make informed decisions. Presenting their findings to management and offering advice based on their results. Developing analytical tools and programs that meet business needs. Reviewing data reports to ensure they're accurate. Using coding languages to extract data. What we're looking for: Should be well versed with IEX, Avaya and Cisco tools Should be aware of all the WFM metrics (AHT, Service Level, Occupancy, Utilization, etc.) Should be aware of workforce Management concepts from Global WFM point of view (Weekly hours / VTOs / Annualized hours) Should be strong in Database skills Generate report through multiple tools and analyze data Based on historical data, analyze and develop recommendations to maximize efficiency Should be able to articulate point of departure until point of arrival for the recommendations Be adaptable and manage change in a dynamic business environment, including changes to GSD priorities, project scope and deliverables. Advanced Excel Skill Required Knowledge of call center operations (Workforce management/IEX) Location Canada 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 (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) . What if I dont meet every requirement? If youre passionate about our mission and believe youd be a phenomenal addition to our team, dont worry about checking every box;" please apply anyway. You may be exactly the person were looking for Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)

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