Job Description

:

You Lead the Way. We've Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to

new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible -- and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Function Description :

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 world's 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.

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.

Purpose of the Role :

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.

Job Responsibilities:

• Intra-day call type/segment performance management
• Shrinkage / off the phone activities management, Intraday Schedules management and recommend schedule changes basis business requirement
• Execution of Service Code Alert strategies
• Centralized contact for operations leaders for real time business performance management

• Work with Short Term Forecasting Team in GCCM for Intra Day Performance (IDP) & Staffing outlook
• Communicate systems, voice response & telecommunication issues to the relevant teams
• Proactively identify process improvement opportunities
• Maintain strong relationships with the operation's leaders to improve overall understanding and awareness of daily/weekly business impacts
• Shift Rotations: 24 *7

Qualifications/Functional Skills:

• Bachelor's degree (Economics / 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 as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage
• Strong written and spoken communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
• Excellent analytical abilities
• 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

Technical Skills/Capabilities:

• 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

Behavioral Skills/Capabilities:

Enterprise Leadership Behaviors

• Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
• Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
• Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

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.