Job Description

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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.

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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.

As a part of the team, you will be responsible for the following:

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

Functional skills:

Bachelor's degree, 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

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

Effective team player with a high level of integrity

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

Knowledge of machine learning will be an added advantage

Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to have.

Compliance Language

Graduate with 0-3 years of relevant experience preferably in service industry.

High result orientation.

Proven ability to drive high productivity & sustained performance.

Strong team player with a high level of integrity.

Result oriented and decision-making skills.

Ability to demonstrate flexibility and resilience in the face of changing business requirement.

Strong Analytical skills (Mathematics and Statistics background preferred).

Good working interpersonal and negotiation skills and the ability to communicate at all levels.

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.