EMEA Capacity & Contact Management Analyst

Job description

American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.

Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.

We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.

The Contact and Capacity Management Team (CCM) a division of the Strategy and Support function within Global Credit Administration (GCA) are primarily responsible for ensuring that GCA operational performance goals are met effectively and efficiently across EMEA.

We deliver this through our expertise in Capacity Planning, Contact Strategy, Analytics and Project execution. As a CCM Analyst you will be a strong communicator with the talent to drive and advance the performance of the business.

In return you will receive personal development, recognition and a great working environment within a Global team whom are continuously developing and shaping its operational support function and are leaders of innovation. The CCM team offers substantial training and the opportunity to gain valuable experience within Analytics, Project Management and Stakeholder Engagement.

Responsibilities

· Developing and leveraging close relationships with business partners to enable successful delivery on operational goals

· Driving key metrics by making considered recommendations based on identifying and analysing data and implementing strategies.

· Reporting performance of all EMEA business units to Business Operations management team on an intra-day basis.

· Ensuring outbound contact rates on the Dialler are maximized by effective planning of resources and real-time monitoring

· Facilitating & conducting daily production meetings with operational customers across GCA,

· Using root cause analysis to influence planning, forecasting and resource requirements

· Real time management of outbound dialler and the management of daily production Strategy

· Designing, producing and implementing specialist shift patterns that acknowledge the requirements of the business.

· Ensuring all Inbound service levels objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network

· Recommend schedule swaps, changes and off-phone activities based on staffing needs and changing business requirements whilst ensuring accurate tracking.

Please note: As a team we are required to be flexible in our working hours to cover the needs of our business. As such you will need to be available to work during all operational hours as below (on a rota basis): Monday - Friday 7:00am - 9:00pm Saturday 8:00am- 8:00pm Sunday 9:00am - 7:00pm

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

Desired profile

Required skills:

· 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 organiser 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.

· Strong Knowledge of Ms Word And Ms Excel

· A good understanding of Contact Centre resource, forecasting, planning techniques and technologies including Aspect Dialler, eWFM and ACD systems would be beneficial



We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world's a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We're interested in where you came from, but we're even more excited about where you will go with American Express.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on ************@*******.** or +44 (0)116 2421776.