Description
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
- 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.
- 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/Preferred Qualifications
- Positive attitude with high resilience.
- Diploma or bachelor’s degree in any fields.
- 2+ years of relevant experience in Call Center background.
- Experience in performing in-depth analysis using large amounts of data and recommend solutions.
- Strong decision-making skills and the ability to resolve problems independently.
- A creative and pro-active approach with ability to prioritize, negotiate and influence.
- Strong communication skills, both written and verbal
- Solid organizational skills to deliver results in a timely fashion.
- Effective team player with a high level of integrity.
- Reporting (Tableau, Microsoft BI, or other), a nice to have.
- Able to work on rotating shift (morning, evening & night) (shift allowance is provided).
Minimum Qualifications
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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 need
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
