**You 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 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?****Responsible for the following**:- 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.- Work with Short Term Forecasting Team in GCCM for IDPs and Staffing.- 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.- 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 operation's leaders to improve overall understanding and awareness of daily/weekly business impacts.- Schedule real-time Feedback, Huddle timings, training schedules and other Off-The-Phone activities.**Minimum Qualifications**- Diploma or Degree**Preferred Qualifications**- Call Center background or work experience of 2 years or more.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 or onsite arrangements depending on role and business needs- 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
