Job DescriptionYou 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 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.Team DescriptionThe Global Optimization & Call Management Team (GOCM), a division of the Global Strategy and Enablement function (GSE), are primarily responsible for ensuring that Global Servicing Group (GSG) Customer Service operational performance goals are met effectively and efficiently across global.We deliver this through our expertise in Capacity Planning, Contact Strategy execution, Analytics and Project execution. The successful candidate will be responsible for managing staff planning functions in support of GSG to ensure service level & abandon rate goals are met with adequate staffing levels.How will you make an impact in this roleEnsure departmental attainment of Productivity: Customer Handle Time and Availability goals by identifying issues/trends and notifying management accordingly to encourage swift actions are taken to achieve goals. Build and maintain relationships with leadership teams of all GOCM stakeholders.Provide consulting as needed to plan for meeting all service level agreements. Determine appropriate staff counts for each product group and initiate cross utilization to maximize servicing potentials.Manage all staff planning activities at markets level to meet Abandon Call Rates while supporting GSG initiatives. Build and maintain strong relationships with all levels of operation management.Participate in strategic decision making to ensure new initiatives and BAU processes are integrated without denigrating service level.Maintain strong relationships with Team Leaders, Service Delivery Leaders and Directors to improve overall understanding and awareness of daily/weekly business impacts.Administration of WFM & One Staff tool for managing correct hierarchies.Regular coordination with forecasting & capacity planning teams with respect to any changes or modifications in the hiring plan and forecast trends.Provide ongoing BAU maintenance and operational support to all key service delivery systems, dynamically adjust and support strategic changes to the business, ensure participation in the integration of global business continuity plans.Minimum QualificationsHighly developed analytical skills relating to the interpretation of performance indicator trends, capacity planning and ability to define and lead implementation of strategies to improve service level & maintain abandon rates.Prior exposure to Capacity Management/WFM/Real Time.Strong interpersonal effectiveness and teamwork skills in a stressful environment to empower influence and reach solution with peer groups, colleagues, and senior management.Fair knowledge of forecasting and scheduling techniques for the Contact Center and other clients.Ability to promote attention to detail & excellent process quality standards. Thorough knowledge of operating policies, procedures, and MIS in inbound contact center to ensure service levels are met and troubleshooting is timely.Strong presentation skills (MS Power Point) to foster positive relationships with customers and externals departments to meet organizational objectives and goals.Good written and verbal communications skills in English.Preferred QualificationsAdvance Excel / VBA / MACRO experience.Business Continuity Planning/Management knowledge.Project Management experience.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 salariesBonus incentivesSupport for financial-well-being and retirementComprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)Flexible working model with hybrid or onsite arrangements depending on role and business needGenerous 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 programCareer development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
