Real Time Analyst--WFM

Your ideas can drive the future of corporate travel. Join BCD and challenge the status quo!

Real-Time Analyst I, Workforce Management

Full time, Bangalore, India

In this role, you will be responsible for the real-time and/or intraday management of resources and technology across multichannel environments to achieve desired performance and budgetary objectives.

As a Real-Time Analyst I, Workforce Management, you will

• Understand and support disaster recovery actions
• Coordinate the appropriate staffing allocations and availability to achieve service delivery
• Be accountable for contingency planning and recommendations to ensure optimal staffing targets throughout the day for consistency in agent workload and customer service delivery 
• Monitor real-time agent/queue statistics
• Provide business requirements and support initiatives to deploy technology and/or processes in support of effective contact center management
• Work with the team to validate the effectiveness and efficiency of plans, strategies, and decisions

About you

• Previous forecasting and trend analysis for multichannel environment experience
• A few years of Workforce Management experience
• Demonstrated competency in  Workforce Management, ACD, MS Excel, MS Access, and other Contact Center Technologies
• Ability to communicate contact center data/forecasts to all levels of employees in an understandable fashion
• Advanced knowledge of Contact Center Methodologies is preferred
• Certification in Workforce Management and/or Contact Center Management is a plus

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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