Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description :   - 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.   - 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.   - The Global Contact and Capacity Management Team (GCCM) team is responsible for maintaining, revising, and enhancing Global Servicing Network (GSN) Credit, Fraud, New Accounts, Underwriting and Merchant Risk capacity planning forecasts (comprised of multiple complex parts including Volume, Productivity, Staffing, and Workforce Management).   - The GCCM team owns the development and implementation of workforce and standard operating procedures, across all GSN call center locations while supporting consistency and alignment of floor management standard operating procedures across the network. This team partners across the enterprise including working closely with: Global Operation's teams, American Express Technologies, GSN Learning Network, GCN Strategy and Support.   - Additionally, this role will have responsibility for maintaining current databases, automation, and forecasting models while implementing improvements for the team's database infrastructures and processes.  - Oversee capacity planning and staffing recommendations for GSN   - Oversee monitoring of half hourly schedule adherence in conjunction with call center management   - Oversee daily service levels and productivity, making improvement recommendations to management as needed   - Develop and manage distribution of staff across the call center enterprise to support service level commitments including management of the network shift bidding process   - Long term operational planning and capacity forecasting   - Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the call center   - Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for each business unit   - Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development   - Collaborate with Contact Center Management on all aspects of call center performance and productivity   - Oversee the production of ad-hoc and standard reports and analysis as need for the executive team, as well as divisional management teams   - Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations   - Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues   - Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures   - Represent WFM in a senior leadership capacity in cross-functional meetings, and on wide initiatives and projects   - Report on shrinkage by site and time of day and make recommendations for improvements   - Develop other value added reports that would lead to more efficient and productive schedules and agents   - Report on shrinkage by site and time of day and make recommendations for improvements   Supports management in developing and implementing systems, reengineering business practices and new initiatives. Maintains project plans and facilitates meetings.  Qualifications :   - Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred  - Advanced knowledge of call center systems, processes, staffing models, call routing, forecasting and resource planning tools is required.   - Well versed in Workforce management tool required, Call Center Management experience and process improvement discipline  - Strong knowledge of MS Office products, specifically MS Access and MS Excel, coupled with experience in VBA and SQL programming  - Experience with SAS programming and Tableau Business Analytics Software is a plus.  - Experience managing and leading a WFM group within a contact center   - Experience in a multi-site call center operation with a minimum of 300 agents   - Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids   - Highly developed statistical, analytical and problem solving skills   - Strong collaboration and influencing skills   - Ability to manage multiple projects, work in a fast-paced environment and meet deadlines   - Must possess an in-depth understanding of call center metrics   - Proven experience in managing a high-level long-range Capacity Planning function   - Advanced PC/Windows-based software experience required with proficiency in Word, Excel, and Power Point   - Bachelor's/PG degree or equivalent experience in an analytical and quantitative field required   - Experience using Workforce Management tools such as Aspect, Verint, or IEX   - Experience with inbound, outbound and blended environment forecasting and volume management   - Ability to convert raw data into metrics and workforce management strategy with strong mathematical, analytical, communication and organization skills   Job type - Full Time  Industry Type - Finance   The Apply Button will redirect you to website. Please apply there as well.  #NOLI

Haryana

Others

American Express - Analyst - Global Workforce Management 

American Express - Analyst - Global Workforce Management  ,Job Description for American Express - Analyst - Global Workforce Management  in American Express in  Haryana Others for (3-8) years of experience. Apply Now!

Job Description for American Express - Analyst - Global Workforce Management  in American Express in  Haryana Others for (3-8) years of experience. Apply Now!