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.

How will you make an impact in this role?

The Global Optimization and Call Management Team (GOCM) are primarily responsible for ensuring that workforce planning, and operational performance goals are met effectively and efficiently across the GSG and TLS business units. Our team must demonstrate Integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including various Centers of Excellence and the other Planning communities across the globe.

Responsibilities:

·         Work as part of a team focused on executing the workforce optimization plan (pre-planning) and real time management strategies

·         Ensuring all inbound and/or outbound service level objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network.

·         Act as a key communication contact for leadership within the day.

·         Monitor and report on intraday performance mitigating risk.

·         Manage on the day shrinkage ensuring accurate and up-to-date data is maintained within the WFM system.

·         Provide insights based on daily performance to drive/modify execution plans.

·         Support severity 1/2 system outages to drive resolution and minimize impairment.

Minimum Qualifications

·         Monitor and report on impacts to the business such as occupancy, average speed of answer and abandon call rates.

·         Review the prior day's performance against forecast analyzing issues and impacts to key performance indicators.

·         Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and share recommendations to achieve departmental goals.

·         Manage & monitor available resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized.

·         Negotiate with Operations Leaders and Business Partners regarding scheduling of activities in order to ensure the operation is adequately staffed at all times to service customers.

·         Approve and schedule CCPs' out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g. Coaching, Meetings, Training etc.).

·         Ensure accurate, up-to-date data is maintained within the WFM system regarding schedule exceptions and intra-day performance in order to support Adherence to Schedule (ATS) targets.

·         Excellent communicator with the skills and talent to build strong and positive relationships.

·         Problem solver who has the ability to think fast, spot trends, generate new ideas and to deliver to tight deadlines.

·         Self-motivated planner and organizer with a strong work ethic and high personal standards.

·         Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.

·         Aptitude for managing multiple and changing priorities efficiently and effectively.

·         Good knowledge of MS Office Suite, with strong proficiency in Excel.

Preferred Qualifications

·         Experience using Workforce Management tools (preferably Genesys) with proficiency in scheduling, forecasting, shrinkage data, live IDPs, report exporting and manipulation.

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.