Job Description

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At American Express, our culture is built on a 175-year history of innovation, shared and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
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.
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

Minimum Qualification:

• Bachelor's degree or equivalent
• Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / ambitious audiences, a plus
• Strong organizational and project management skills
• Proven track record to manage multiple priorities effectively with a track record of getting results effectively while meeting deadlines
• Positive 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
• 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

Eligibility Criteria:

• Applicant should have a minimum tenure of 12 months as a band 28 in the current role as of the date of application
• Applicant should not be under Counseling/Review period at the time of application
• Minimum Combo Performance rating of 5 or lower in the last Annual PMP cycle

Preferred Qualification:

• 1+ 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
• 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

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.