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Job Details
You Lead the Way. We’ve 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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll 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 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. 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. The incumbent will be a part of the work force optimization pillar within Global Optimization and Call management team supporting Global Frauds. Primary responsibilities would include short-term planning, scheduling, dialer execution, reporting and managing key performance indicators such as abandon rates, penetration rates and right party contact. Key Deliverables:
- Monitor real-time contact center performance metrics and identify trends or anomalies that may impact service levels or operational efficiency.
- Implement and maintain dialer strategies to optimize outbound contact center operations, including campaign management, list segmentation, and dialing configurations.
- Conduct root cause analysis to identify underlying issues impacting contact center performance and develop action plans to address them.
- Work closely with workforce management analysts to forecast staffing requirements and ensure alignment with call volumes and service level goals.
- Develop and maintain command center dashboards, reports, and performance metrics to provide visibility into operational performance and drive data-driven decision-making.
- Collaborate with cross-functional teams, including operations, IT, and quality assurance, to implement process improvements and technology enhancements.
- Serve as a subject matter expert on command center and dialer management best practices, providing guidance and support to stakeholders across the organization.
- Bachelor’s degree 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, eWFM, Genesys as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage
- Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
- 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
- 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.
- 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 as Tableau
- 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
About the Company
American Express Company
New York City, NY, United States
Our differences are what shape the world, and we’re committed to ensuring everyone is seen, heard, and feels like they truly belong. That’s why... Read more