Real-time Analyst – Global Optimization and Call Management

Job description

The Global Optimization & Call Management (GOCM) Team's vision is to be “A World Class, Global, Short-Term Planning & Real-Time Management Team enabling Relationship Care® through Resource Optimization & Abandon Rate Consistency”. As a member of the GOCM team you will work with local leadership and team members as part of the Global Center of Excellence supporting the Global Service Network (GSN).

The GOCM Analyst works as part of a team focused on executing the Short-Term Planning & Real-Time Management strategy for the center. The GOCM Analyst must demonstrate strong collaboration and partnership with multiple functional teams including Contact Center Leadership, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.

Are you ready for anything? Here are just some of the things that you can expect when you become a part of our growing team:

· Interface with Analysts, Team leaders, and other members of management
· Manage, update and report real-time activities in the department.
· Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
· Record and Maintain a count of productive FTEs
· Capacity Management for sub-processes
· Work with Short Term Forecasting Team for intraday reports and staffing.
· Leave Cap Formulation; provide advisory support on release of FTEs from the process.
· Communicate systems, voice response and Telecommunication issues to the department.
· Real time adherence, monitoring and communication.
· Raise awareness to RTA issues that are impacting service level and aging objectives.
· Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
· Manage outbound contacts on dialer, with minimal abort rate.
· Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
· In-bound call pattern analysis, trending and staff alignment.
· Maintain strong relationships with the Team Leaders and Operations Managers to improve overall understanding and awareness of daily/weekly business impacts
· Feedback, huddle timings, training schedules and other off-the-phone activities.

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

·  Bachelor's degree preferred
·  Relevant experience preferably in service industry.
·  Good working interpersonal and negotiation skills and the ability to communicate at all levels
·  High result orientation.
·  Proven ability to drive high productivity & sustained performance
·  Manage conflict and counsel performance.
·  Strong team player with a high level of integrity
·  Result oriented and decision making skills.
·  Ability to demonstrate flexibility and resilience in the face of changing business requirement.
·  Strong Analytical skills (Mathematics and Statistics background preferred).
·  Prior exposure to Capacity Management/ Dialer/ eWFM/ Real Time is preferred
Language: English

The real deal in American Express




In American Express, we pride ourselves through the following competencies:

·  Focuses on Customer/Relationship Care
·  Builds diverse talent
·  Builds and leverages relationships
·  Drives Improvements & Solutions
·  Drives results

Talk to our people and you'll find out what we're really all about. Open, creative, risk-taking, collaborative and innovative are just some of the expressions you'll hear. It's our culture that makes American Express an outstanding place to work. So if you're ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career here.

Our service operates over a 24/7 environment and we are hiring for various shifts - may have to work on rotational shifts depending on business needs including weekends and holidays.