Analyst II-Operations 52 views

Job Description You Lead the Way. We’ve Got Your Back At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible – and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. Function Description: Global Servicing Network (GSN) is a part of Global Services Group & is the single largest unit of American Express addressing the servicing needs of all-American Express clients and customers globally across multiple locations and channels. The Global Optimization & Call Management (GOCM) Team’s objective is to be a World Class, Global, Short-Term Planning & Real-Time Management Team through Resource Optimization, Abandon Rate Consistency & Dialer Management. As a member of the GCCM team you will work with local leadership and team members supporting the Global Servicing Group (GSG). Responsibilities: Ensure comprehensive plans are put in place and reviewed (on daily basis) at least 45 days in advance of call arrival to deliver efficient staffing (operational efficiency) based on the most accurate available forecasts (Twelve Week Outlook, Month Ahead, Week Ahead, On-the-Day & Post Incident Review) Ensure consistent review of performance (Calls/Chats, Customer Handling Time (CHT) and Staffing), also against forecast analyzing the issues and impact on Service Level and Key performance metrics to achieve departmental goals Partner with teams to support the implementation of call routing strategies monitor and report on impacts to the business such as occupancy, service level, call/chat delivery purity (i.e. % calls to preferred agents), ageing & dialer metrics Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and key performance metrics in voice/digital/dialer LOBs Manage & supervise available ‘day’ resources (CCP Availability to handle calls/chats) to ensure adequately deployed & multi-skilling optimally optimized Ensure accurate, up-to-date data is maintained in Workforce Management Tools regarding schedule exceptions as it relates to the intra-day performance and achieving Consistency to delivering as per scheduled Goals Coordinate ongoing business reporting to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems & platforms. Assist with Call Centre Management initiatives (e.g. delivering workshops, training, and ongoing organizational education). Drive Automation opportunities to reduce cycle time and improve customer experience by defect elimination. Functional Requirements: Analytical & Problem-solving skills Financial acumen Presentation of plans to senior stakeholders Experience in Performance Management (Preferred) Ability to work flexible hours based on business needs Academic Qualifications: The incumbent should be Graduate with a bachelor’s degree Platform: Sophisticated knowledge of Microsoft Excel, PowerPoint, Word, Access Workforce Management tools (preferably Aspect/ Genesys, eWFM, Empower, Dialer, Work Flex etc.) ACD / Genesys experience Knowledge of Digital Channel of Servicing, Omni Channel Platform and reporting Preferred: Knowledge of Avaya CMS / Genesys and forecasting / scheduling tools Behavioral: Enterprise Leadership Behaviors Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Crucial Do It the Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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