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 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.
How will you make an impact in this role?
xc2xb7 Intra-day call type/segment performance management
xc2xb7 Shrinkage / off the phone activities management, Intraday Schedules management and recommend schedule changes basis business requirement
xc2xb7 Execution of Service Code Alert strategies
xc2xb7 Centralized contact for operations leaders for real time business performance management
xc2xb7 Work with Short Term Forecasting Team in GCCM for Intra Day Performance (IDP) & Staffing outlook
xc2xb7 Communicate systems, voice response & telecommunication issues to the relevant teams
xc2xb7 Proactively identify process improvement opportunities
xc2xb7 Maintain strong relationships with the operations leaders to improve overall understanding and awareness of daily/weekly business impacts
xc2xb7 Shift Rotations: 24 *7
Minimum Qualifications
xc2xb7 Bachelors degree (Economics / Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus
xc2xb7 2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred
xc2xb7 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
xc2xb7 Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
xc2xb7 Strong organizational and project management skills
xc2xb7 Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines
xc2xb7 Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment
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.