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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?
The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all call volume forecasting, capacity/staff planning, operational expense management, configuration, and real time performance management & monitoring for GSG across various markets globally. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek call volume distributions for all markets and lines of business.
The incumbent will be a part of the Command Center team within Global Optimization and Call management team supporting Global Frauds. Primary responsibilities would include Performance Management, Outage Management, dialer execution, reporting and managing key performance indicators such as abandon rates, penetration rates and right party contact.
Key Deliverables:
·Stakeholder Management:
oEngage in heavy stakeholder management, particularly with senior leadership such as Directors and Vice Presidents.
oEnsure timely and effective communication of real-time performance, issues, and updates to stakeholders.
·Collaboration with larger GOCM Teams:
oCollaborate closely with local GOCM teams across various sites globally
oAlign on real-time strategies, staffing needs, and resource allocation to meet operational goals
·Real-Time Management:
oOversee and manage real-time adherence across different sites, ensuring that staffing discrepancies are communicated and addressed proactively
oMonitor real-time activities, adjusting as necessary to maintain optimal performance levels
·Routing Strategies & Real-Time Adherence:
oWork with global call distribution teams to align on routing strategies
oRaise awareness of real-time adherence (RTA) issues and implement solutions to mitigate them
·Proactive Identification of Improvement Opportunities:
oIdentify opportunities for improvement in areas such as shift mix, hours of operation, and other operational aspects
oRecommend and implement changes to optimize operational efficiency
·Dialer Management:
oManage outbound contacts on the dialer, aiming to minimize Abort rates and maximize dial intensity and penetration
oRegularly analyze and define the best times to contact card members to enhance contact rates and overall campaign effectiveness
·Call Pattern Analysis & Staff Alignment:
oAnalyze inbound call patterns, perform trending analysis, and ensure proper staff alignment to meet demand
oOptimize scheduling to balance operational needs with off-the-phone activities like feedback sessions, huddles, and training
·Performance Reporting:
oPrepare and present performance decks for leadership reviews, highlighting key metrics, challenges, and achievements
oProvide actionable insights and recommendations based on performance data
·Outage Management:
oManage technical outages by working closely with technology teams to identify issues and implement solutions
oEnsure timely communication with relevant stakeholders during outages and drive the restoration of normal operations
·BCP Management:
oManage and implement BCP strategies as in when needed
Minimum Qualifications:
·Functional skills:
oBachelor’s degree (MBA or equivalent is a plus)
oWorkforce Management Experience: Minimum 2 years of experience in Workforce Management, focusing on managing performance and dialer operations
oReal time expertise : Experience in a real time management, Command Centre or similar environment, emphasizing real-time performance monitoring, incident management, and operational decision-making
oDialer Management: Experience with dialer systems, including configuration, monitoring, and performance optimization is a plus
oKnowledge of Fraud BU: Strong understanding of Fraud and different call types that are serviced in Fraud is a must
·Behavioral Skills/Capabilities:
oCommunication and Collaboration:
§Strong verbal and written communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders
§Experience managing and influencing teams across different geographies and time zones
oProblem-Solving Abilities:
§Ability to troubleshoot and resolve operational issues in a dynamic, fast-paced environment
§Strong organizational and time-management skills with the capability to prioritize and manage multiple tasks simultaneously.
oUnderstands work goals and seeks to understand its importance to the BU and/or the Blue Box
oFeels comfortable taking decisions/ calculated risks based on facts and intuition
oFlexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change
oMaintains a positive attitude when presented with a barrier
oDemonstrated ability to challenge the status quo & build consensus
oShould be comfortable with 24*7 rotational shifts
·Technical Skills/ Knowledge of platforms:
oProficiency in Workforce Management Tools: Expertise with tools such as Genesis, P&DI, GCXI, PULSE, WFM, CDART, ROP, NPM, GDM
oData Analysis and Visualization:
§Strong analytical skills for interpreting complex data, generating insights, and making data-driven decisions.
§Proficiency with data visualization tools like Power BI, Tableau, or Excel
oTechnical Aptitude: Ability to quickly learn and adapt to new systems and technologies.
Basic knowledge of SQL or other query languages (optional but beneficial).
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