Analyst-Operations (Non Exempt)

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.

The Global Optimization and Call Management Team (GOCM) are primarily responsible for ensuring that workforce planning, and operational performance goals are met effectively and efficiently across the GSG and TLS business units. Our team must demonstrate Integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including various Centers of Excellence and the other Planning communities across the globe.

• Work as part of a team focused on executing the workforce optimization plan (pre-planning) and real time management strategies in US CEN Portfolio and Amex Assurance Company (AAC).
• Ensuring all inbound and/or outbound service level objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network.
• Act as a key communication contact for leadership within the day.
• Monitor and report on intraday performance mitigating risk.
• Manage on the day shrinkage ensuring accurate and up-to-date data is maintained within the WFM system.
• Provide insights based on daily performance to drive/modify execution plans.
• Support severity 1/2 system outages to drive resolution and minimize impairment.

Minimum Qualifications:

• Monitor and report on impacts to the business such as occupancy, average speed of answer and abandon call rates.
• Review the prior day's performance against forecast analyzing issues and impacts to key performance indicators.
• Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and share recommendations to achieve departmental goals.
• Manage & monitor available resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized.
• Negotiate with Operations Leaders and Business Partners regarding scheduling of activities in order to ensure the operation is adequately staffed at all times to service customers.
• Approve and schedule CCPs' out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g. Coaching, Meetings, Training etc.).
• Ensure accurate, up-to-date data is maintained within the WFM system regarding schedule exceptions and intra-day performance in order to support Adherence to Schedule (ATS) targets.
• Excellent communicator with the skills and talent to build strong and positive relationships.
• Problem solver who has the ability to think fast, spot trends, generate new ideas and to deliver to tight deadlines.
• Self-motivated planner and organizer with a strong work ethic and high personal standards.
• Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.
• Aptitude for managing multiple and changing priorities efficiently and effectively.
• Good knowledge of MS Office Suite, with strong proficiency in Excel.

Preferred Qualifications:

• Experience using Workforce Management tools (preferably Genesys) with proficiency in scheduling, forecasting, shrinkage data, live IDPs, report exporting and manipulation.

Qualifications

Salary Range: $20.00 to $33.65 hourly + bonus + benefits

The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.