: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 impactxe2x80x94every 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/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 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 Digital markets. Primary responsibilities would include short-term planning, scheduling, reporting and managing key performance indicators such as wait times, abandon rates, cht, occupancy & concurrency.Key Deliverables:xc2xb7 Interface with Analysts, Team leaders, and other members of managementxc2xb7 Manage, update and report real-time activities in the departmentxc2xb7 Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leadersxc2xb7 Record and Maintain a count of productive FTEsxc2xb7 Capacity Management for sub-processesxc2xb7 Work with Short Term Forecasting Team, for IDPs and Staffingxc2xb7 Leave Cap Formulation; provide advisory support on release of FTEs from the processxc2xb7 Communicate systems, voice response and Telecommunication issues to the departmentxc2xb7 Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectivesxc2xb7 Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.xc2xb7 Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.xc2xb7 In-bound chat pattern analysis, trending and staff alignment.xc2xb7 Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impactsxc2xb7 Feedback, Huddle timings, training schedules and other Off-The-Phone activities.Minimum QualificationsFunctional skills:xc2xb7 2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferredxc2xb7 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 advantagexc2xb7 Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plusxc2xb7 Strong organizational and project management skillsxc2xb7 Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlinesxc2xb7 Strong relationship and collaboration skills, including the ability to work in a highly matrixed environmentBehavioral Skills/Capabilities:xc2xb7 Delivers high quality work with direction and oversight.xc2xb7 Understands work goals and seeks to understand its importance to the BU and/or the Blue Boxxc2xb7 Feels comfortable taking decisions/ calculated risks based on facts and intuition.xc2xb7 Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change.xc2xb7 Maintains a positive attitude when presented with a barrier.xc2xb7 Demonstrated ability to challenge the status quo & build consensus.Technical Skills/ Knowledge of platforms:xc2xb7 Proficiency with Microsoft Office, especially Excel, and PowerPointxc2xb7 Project management skills, knowledge and experience of successfully leading projects, a plusxc2xb7 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 usefulxc2xb7 Knowledge of machine learning will be an added advantage.xc2xb7 Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to haveWe 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:
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