Job Details
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all chat volume forecasting, capacity/staff planning, operational expense management, configuration, and real time performance management & monitoring for GSG across various markets globally. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek chat volume distributions for all markets and lines of business.
The incumbent will be a part of the work force optimization pillar within Global Capacity & Contact Optimization team supporting Digital markets. Primary responsibilities would include short-term planning, scheduling, reporting and managing key performance indicators such as wait times, abandon rates, CHT, shrinkages and staffing optimization.
Key Deliverables:聽
路聽聽聽聽聽聽Interface with Analysts, Team leaders, and other members of management
路聽聽聽聽聽聽Manage, update and report real-time activities in the department
路聽聽聽聽聽聽Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders
路聽聽聽聽聽聽Record and Maintain a count of productive FTEs
路聽聽聽聽聽聽Capacity Management for sub-processes
路聽聽聽聽聽聽Work with Short Term Forecasting Team, for IDPs and Staffing
路聽聽聽聽聽聽Leave Cap Formulation; provide advisory support on release of FTEs from the process
路聽聽聽聽聽聽Communicate systems, voice response and Telecommunication issues to the department
路聽聽聽聽聽聽Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives
路聽聽聽聽聽聽Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
路聽聽聽聽聽聽Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
路聽聽聽聽聽聽In-bound chat pattern analysis, trending and staff alignment
路聽聽聽聽聽聽Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impacts
路聽聽聽聽聽聽Feedback, Huddle timings, training schedules and other Off-The-Phone activities聽
Minimum Qualifications
Functional skills:
路聽聽聽聽聽聽Bachelor鈥檚 degree (Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus
路聽聽聽聽聽聽2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred
路聽聽聽聽聽聽Proficiency in Workforce Management tools such as Avaya, eWFM, Genesys as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage
路聽聽聽聽聽聽Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
路聽聽聽聽聽聽Strong Organizational and Project Management skills
路聽聽聽聽聽聽Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines
路聽聽聽聽聽聽Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment
Behavioral Skills/Capabilities:
路聽聽聽聽聽聽Delivers high quality work with direction and oversight
路聽聽聽聽聽聽Understands work goals and seeks to understand its importance to the BU and/or the Blue Box
路聽聽聽聽聽聽Feels comfortable taking decisions/ calculated risks based on facts and intuition
路聽聽聽聽聽聽Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change
路聽聽聽聽聽聽Maintains a positive attitude when presented with a barrier
路聽聽聽聽聽聽Demonstrated ability to challenge the status quo & build consensus
Technical Skills/ Knowledge of platforms:
路聽聽聽聽聽聽Proficiency with Microsoft Office, especially Excel, and PowerPoint
路聽 聽 聽 Working experience of Power BI would be needed
路聽聽聽聽聽聽Project management skills, knowledge and experience of successfully leading projects, a plus
路聽聽聽聽聽聽Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) to write codes independently and efficiently will be useful
路聽聽聽聽聽聽Knowledge of machine learning will be an added advantage
路聽聽聽聽聽聽Exposure to Big Data Platforms such as Cornerstone & visualization tools like Tableau, a nice to have
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries聽
- Bonus incentives聽
- Support for financial-well-being and retirement聽
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)聽
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need聽
- Generous paid parental leave policies (depending on your location)聽
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)聽
- Free and confidential counseling support through our Healthy Minds program聽
- Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. 聽
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
