Job Description

:You Lead the Way. Weve Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, youll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.The Global Services Group (GSG) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the worlds most respected service brand.As part of GSG, the Global Servicing Enablement (GSE) team is responsible for process design & engineering, capacity management, governance, analytics, value generation and learning across GSG. The team is accountable for providing unwavering support to all our Customer Care Professionals and Specialists who serve our customers globally every day. GSE is also responsible for the Enterprise Complaint Center of Excellence chartered with ensuring American Express has a robust complaints management program.How will you make an impact in this role?The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all call 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 call volume distributions for all markets and lines of business.The incumbent will be a part of the work force optimization pillar within Global Optimization and Call management team supporting Global New Accounts. Primary responsibilities would include dialer execution, short-term planning, reporting and managing key performance indicators such as abandon rates, penetration rates and right party contact.Key Deliverables:

• Interface with Analysts, Team leaders, and other members of management
• Execute the dialing strategy for GNA Markets to ensure strong RPC (Right Person contact) and minimum abort rates
• Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
• Manage, update and report real-time activities in the department
• Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
• Record and Maintain a count of productive FTEs
• Capacity Management for sub-processes
• Work with Short Term Forecasting Team, for IDPs and Staffing
• Leave Cap Formulation; provide advisory support on release of FTEs from the process
• Communicate systems, voice response and Telecommunication issues to the department
• Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives
• Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
• In-bound call pattern analysis, trending and staff alignment.
• Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impacts
• Feedback, Huddle timings, training schedules and other Off-The-Phone activities.

• Functional skills:

• Bachelors degree (Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus
• 2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred
• 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
• Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
• Strong organizational and project management skills
• Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines
• Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment

Behavioral Skills/Capabilities:

• Delivers high quality work with direction and oversight.
• Understands work goals and seeks to understand its importance to the BU and/or the Blue Box
• Feels comfortable taking decisions/ calculated risks based on facts and intuition.
• Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change.
• Maintains a positive attitude when presented with a barrier.
• Demonstrated ability to challenge the status quo & build consensus.

Technical Skills/ Knowledge of platforms:

• Proficiency with Microsoft Office, especially Excel, and PowerPoint
• Project management skills, knowledge and experience of successfully leading projects, a plus
• 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
• Knowledge of machine learning will be an added advantage.
• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to have

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• 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.Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

American Express