Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Role : Lead Business Analyst  Job Description :   - This is Band 30 Position.  - The Global Optimization & Call Management (GOCM) Team's vision is to be - A World Class, Global, and 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).   Job Responsibilities :  1. Monitor, communicate and track half-hourly service levels and other metrics for US inbound and phone areas.   2. Partner with management teams to facilitate to optimize workforce Track and analyze data through the use of scheduling software   3. Produce daily, weekly, monthly ad-hoc reporting to assist management in monitoring centre, team and representative performance   4. Monitor telephone & system accessibility and follow up to ensure resolution, if needed   5. Monitor staffing and Service Levels real-time and partner with management teams to communicate business conditions and customer impacts Implement service improvement strategies and suggest call centre management actions as appropriate to assist in meeting scorecard goals   6. Partner with Workforce Planners to track and report key business metrics (shrinkages, occupancy, availability, etc.) and keep up to date on key business conditions   7. Partner with call centre management team (Managers, Team Leaders and Production Support Group) and regional process to create and assign schedules to representatives   8. Recommend schedule swaps and changes based on staffing needs and changing business requirements   9. Ensure accurate tracking of off-phone activities using and work with management teams to suggest appropriate times for scheduling off-phone activities   10. Attend daily meeting with management team to report on previous, current and following day metrics, both actual and forecast.   11. Make suggestions to management of Service levels and Service level consistency planning.   This role may be subject to additional background verification checks.  Qualifications:  1. PC proficient, intermediate to advance in Microsoft Office (Excel, Access and word)  2. Dynamic Decision Making Evaluating Creative and Innovative Ideas Ability to collaborate with others and influence key business partners   3. Strong problem solving and analytical skills Strong team player   4. Excellent interpersonal skills and ability to communicate at all levels.   5. Language - English.   6. The incumbent should be tenured for a minimum of 12 months at Band 28 in the current role as on the date of application deadline.   7. The incumbent should not be on level 3 or above counseling at the time of applying.   8. The incumbent should have a performance rating of G2L2 or better in the last review.   9. Shift Timings - 24- 7 environment.  Job type - Full Time  Industry Type - Customer Care   The Apply Button will redirect you to website. Please apply there as well.  #NOLI

Haryana

Others

American Express - Lead Business Analyst - GPRO Team - Center of Excellence  

American Express - Lead Business Analyst - GPRO Team - Center of Excellence   ,Job Description for American Express - Lead Business Analyst - GPRO Team - Center of Excellence   in American Express in  Haryana Others for (2-8) years of experience. Apply Now!

Job Description for American Express - Lead Business Analyst - GPRO Team - Center of Excellence   in American Express in  Haryana Others for (2-8) years of experience. Apply Now!