Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description :<div> - American Express is a global services company and the world- s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.&nbsp; - American Express for 9th consecutive year has been voted among India- s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work - Hall of Fame - At American Express, we serve customers, not transactions. We- re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years. A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers. Come join us and realize your potential.&nbsp; Job Description:&nbsp; - The Business Analyst will proactively work supporting US CEN Capacity Planning Processes to ensure the network has the appropriate staffing levels to achieve quality, servicing, and financial goals in a global, multi-site and a multi-skilled call center environment.&nbsp; - This position is responsible for generating, maintaining, revising, and executing the long-term and short-term staffing plans. This position provides on-going analysis of staffing performance and manages the determination and implementation of additional resources/alternative plans when necessary.&nbsp; Specific responsibilities include but are not limited to:&nbsp; - Developing and maintaining network-wide staff planning models as well as driver metrics (availability, call handle time, hiring, attrition, overtime) as throughput into the overall short-term and long-term capacity and staff planning - Reporting of key performance indicators such as volume forecast, hiring adherence, attrition, abandon rate performance and call handle time performance&nbsp; - Manage data flow of multiple sources of information for integrity and accuracy into the short-term and long-term planning models - Complete necessary ad hoc analysis and recommendations to meet or exceed the business goals of service, quality, customer metrics and configuration optimization&nbsp; - Develop key metrics and improvement goals for each program in order to measure success Qualifications: <div> </div>- Workforce planning experience required - minimum 2-3 year.&nbsp; - Strong technical skills are required and include: Microsoft office (expert level Excel), workforce management software (preferred Aspect eWFM)&nbsp; - Experience in a fast-paced incoming call center environment with an extensive background in end-to-end workforce management and call center operations &nbsp;- Requires strong decision-making skills and the ability to resolve complex problems independently&nbsp; - The candidate must possess high motivation, enthusiasm, and dedication to deliver results within strict time frames&nbsp; - Demonstrated problem solving, quantitative analytical and logistical planning skills, with the ability to create, analyze and interpret data and trends and act upon opportunities to achieve business objectives &nbsp;- Excellent written and oral communication skills as well as the ability to influence without direct authority through the use of data and analysis are required; must be able to communicate effectively within multiple levels within the organization&nbsp; Preferred Additional: - Experience with data management tools (Excel, Access, SQL) desired&nbsp; - Proven experience in successfully managing and executing multiple projects flawlessly while adhering to strict deadlines&nbsp; - Must be a proactive, flexible self-starter, organized with attention to detail&nbsp; Job type- Full Time Industry Type - Finance The Apply Button will redirect you to website. Please apply there as well. #NOLI</div>

Gurgaon/Gurugram

American Express - Capacity Planning Analyst 

American Express - Capacity Planning Analyst  ,Job Description for American Express - Capacity Planning Analyst  in American Express in  Gurgaon/Gurugram for (2-3) years of experience. Apply Now!

Job Description for American Express - Capacity Planning Analyst  in American Express in  Gurgaon/Gurugram for (2-3) years of experience. Apply Now!