Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description :   The Global Optimization & Call Management (GOCM) Team vision is to be :  - A World Class, Global, Short-Term Planning & Real-Time Management Team enabling Relationship Care- through Resource Optimization & Abandon Rate Consistency  - As a member of the GPRO team you will work with local leadership and team members as part of the Global Center of Excellence supporting the Global Service Network (GSN).   - The GOCM Team is responsible for a variety of processes including short-term planning, CEN Customer Care Professional scheduling & shrinkage planning, Real-Time Management and Global site support services  - The GOCM team receives long & short-term capacity plans, forecasts and schedules from the Workforce Planning/Centralized Call Management (CCM) team and it is the responsibility of the GOCM team to convert these long-term plans into weekly and daily operational plans in order to optimize resources and drive Abandon Rate Consistency across the network.   - The GOCM Analyst works as part of a team focused on executing the Short-Term Planning & Real-Time Management strategy for the US GSN.   - The GOCM Analyst must demonstrate strong collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.  - Success in the role is measured by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Effectiveness, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.   Qualifications :  - Candidate must have 12 months or more experience in a Contact Center Operations environment Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word   - Ability to work flexible hours based on business needs.  - Ability to successfully balance high workload demands, quality and performance on a consistent basis. Ability to make quick decisions about contact center dynamics and to take risks as necessary   - Ability to communicate and influence people at senior levels effectively and without conflict. Gain trust, build relationships and influence GSN leadership teams to foster true partnership.  - Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities   - Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place.   Shift : 24- 7  Job type : Full Time  Industry Type : Customer Care   The Apply Button will redirect you to website. Please apply there as well.  #NOLI

Delhi NCR

American Express - Lead Business Analyst - Global Optimization & Call Management Team 

American Express - Lead Business Analyst - Global Optimization & Call Management Team  ,Job Description for American Express - Lead Business Analyst - Global Optimization & Call Management Team  in American Express in  Delhi NCR for (1-3) years of experience. Apply Now!

Job Description for American Express - Lead Business Analyst - Global Optimization & Call Management Team  in American Express in  Delhi NCR for (1-3) years of experience. Apply Now!