Neha Singh 
Vice President, Enterprise Business Intelligence Engineering

Khushboo Kumar 
Service Delivery Lead

Rohit Bairagi 
Lead Credit Specialist

Job Description:   Position Summary - what is the main purpose of this position, Why does it exist (e.g., to administer client database; to create marketing strategies, to provide administrative support to department of 6 people, etc.) :  - The mission of American Express is to be the world's most respected service brand. Your role is to support World Service with delivering - Extraordinary Care, At the Right Margins, through Extraordinary People- . Our Global Servicing centres across the globe consist of Customer Care Professionals - CCPs who work within multiple lines of business including, the Customer Engagement Network, Corporate, Global Credit Network, Global Fraud Protection Services, Global New Accounts & Merchant Services both in American Express proprietary sites and through a network of external partner sites.   - The Global Optimization & Call Management (GOCM) Team's vision is to be - To be an industry leading real-time and short-term planning team made up of highly skilled and engaged planning professionals  - The GOCM SDL is responsible for managing a GOCM team consisting of 4-6 direct reports and approximately 15-20 team members located in Gurgaon, India. The GOCM Teams are responsible for various processes including short-term planning, local site CCP/agent scheduling & shrinkage planning, Real-Time Management and local site support services.   - The GOCM team receives long & short-term capacity plans, forecasts and schedules from the Workforce Planning/Centralized Call Management (CCM) team for all markets, including all lines of business above. 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.  - GOCM capabilities will be provided for inbound, outbound, Live Chat, e-mail and back-office functions. The GOCM Manager is responsible for setting and executing on the Short-Term Planning & Real-Time Management strategy for the sites and will act as the Contact Centre Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team, Forecasting team & Capacity Planning teams under GCCM.  - The GOCM Manager must demonstrate strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, MIS, Technology, Finance, Marketing, Recruitment, Human Resources, Learning, Engineering, Global Business Integration, various Centres of Excellence and the other Planning communities across the globe.   - Success in the role is measured by contribution to Voice of the Customer survey results, on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Schedule & Operational Effectiveness, Abandon Rate Consistency, Availability/Shrinkage Optimization, improvements in key CCM metrics, contribution to operational engineering targets and customer satisfaction targets both internal to GOCM and external for our customers & merchants.   Principal Accountabilities and Key Deliverables What are the major responsibilities of this position, List the, How and Why of each responsibility and provide examples, as necessary. Use specific verbs of action, such as files, manages, operates, analyses-, etc. Indicate % of time spent on each.   People Leadership :  - Manage, coach and develop a team of GOCM Leaders & Analysts to exceed set goals; this includes conducting mid-year/year-end performance appraisals with direct reports   - Ensure all GOCM Leaders & Analysts have realistic, achievable goals and actionable development plans   - Identify training needs and work to design and deliver training for the Asia Pacific GOCM teams   - Monitor and evaluate the skills of the GOCM teams in order to effectively manage ongoing recruitment, development of existing team members and succession planning   - Manage cost centre in line with budget   - Ensure the Amex Blue Box values are continually enforced and demonstrated Relationship Management   - Provide support to call centre leadership in achieving Shareholder, Customer and Employee goals   - Collaborate with CCM Team & CEN / CSN Leaders on flexibility initiatives including Lifestyle Surveys, Shift Bids etc.   - Partner with the GBI, GCCM, Marketing and Global Servicing Network local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans   - Play a strong support role in defining and implementing call routing strategies; monitor and report on impacts to the business such as Occupancy, Abandon Rates, Average speed of answer etc.   - Short-Term Planning, Real-Time Management And Operational Effectiveness   - Responsible for driving improvements in Operational Excellence KPIs for the site   - Ensure that all operational routine meetings chaired or participated in by the GOCM Team in each site take place consistently and are effective in driving operational goals   - Ensure comprehensive plans are put in place at least 45 days in advance of call arrival to deliver optimal staffing (operational efficiency) based on the most accurate available re-forecasts (Twelve Week Outlook, Month Ahead, Week Ahead, On-the-Day)   - Ensure plans are refined on a daily basis throughout the 45 days to production to increase re-forecast accuracy, operational efficiency and Abandon Rate Consistency   - Ensure intra-day performance (Calls, Customer Handling Time (CHT) and Staffing) is analysed on an interval basis throughout the day and recommendations to achieve departmental goals are provided   - Align with centre leaders, business partners & stakeholders on the maintenance and execution of the Abandon Rate Consistency Plan (including BCP Plan maintenance)   - Ensure accurate and up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets   - Ensure that teams track / maintain log of daily events that impact call volume or CHT in eWFM journals in order to capture the - organizational memory- for future planning   - Manage ongoing business reporting in order to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems such as Compass, Opera, SpectR etc.   - Identify opportunities to improve and automate reporting   - Manage various ancillary, local site support services including but not limited to systems support, project support, Payroll & consultancy   Critical Challenges What are the critical challenges of this position- (E.g. foster positive relationships with external vendors, research & resolve complex requests for information in the absence of a higher authority, determine all systems specifications and requirements and ensure that they fall within Blue Box Values, standards and strategies, etc.)   - Ability to attract, select, engage, develop & retain talented people   - Ability to successfully balance high workload demands, quality and performance on a consistent basis   - Ability to make quick decisions about contact centre dynamics with little or imprecise information and to take risks as necessary   - Ability to communicate and influence people at senior levels effectively and without conflict   - Understand the key strategies of the business and translate these into day-to-day operational and production management activities   - Work with the business and marketing teams to ensure relevant information is obtained for new products and projects that impact call volume and staffing levels (FTE), in order for team to put relevant plans in place   - Work with Learning/Training & Recruitment Teams, who have limited resources to deliver aggressive new hire plans - be creative with resources and react to changing demands quickly and within agreed restrictions.   - Gain trust and build relationships with World Service leadership teams to ensure they are supportive and accommodating   - Develop and maintain strong and effective relationships with 3rd party partners, without meeting face-to-face   Contacts Who (internal/external) does this position interact with on a regular basis to perform this role, How often and for what purpose :   - Business Leaders, Vice Presidents, Service Delivery Leaders, Directors & Managers   - Centralised Call Management, Global Call Delivery Strategy, Voice Response Team, Capabilities etc   - Global Business Integration (GBI), Network Engineering Optimisation (NEO), Process Excellence (PE) teams   - Learning, Training & Development, Recruitment, Human Resources, Centres of Excellence etc   - Contact Centre Managers, Team Leaders & Customer Care Professionals   - Internal business partners (e.g. Technologies, Regulatory Strategy etc)   - External business partners (e.g. IBM, AT&T, Aspect, Avaya etc)   - External service delivery partners (e.g. outsource partners)   Problem Solving & Decision Making :   - To create an environment within team where members have a career path from the band 25 real time support analysts to the band 30 roles and beyond, through skills development, gaining experience and awareness   - Leverage relationship with leadership teams to ensure Team Leaders and CCPs are bought into the process and understand why difficult decisions are made   - Analyse complex data structures to ensure volumes, CHT & FTE are planned for and forecasts are accurate   - Deal with escalated schedule and real time decisions on a daily basis, where team members cannot resolve issue or debate   - For the Business Continuation Plan, prepare plans and approaches to manage call volumes at different sites.   - Ensure operational leaders are managing schedule adherence, absenteeism and non-productive time effectively and highlight when trends / issues arise  This role may be subject to additional background verification checks.  Qualifications :   Unique Knowledge & Skills - What critical knowledge and competencies are needed to successfully perform this position (e.g. word processing skills, sales experience, demonstrated leadership, specific educational requirement or technical training, etc.)- How many years of each are needed :   - Bachelor's degree or equivalent combination of education and work experience   - Outstanding written & verbal communication skills in English   - At least two years proven leadership experience of planning functions in a large, multi-site/multi-media call centre environment   - Expert knowledge of forecasting and scheduling using Aspect eWFM (or equivalent software)   - Expert knowledge and experience with Intelligent Network and ACD systems and reporting   - Highly numerate with strength in accuracy & attention to detail in a high output & speed environment   - Highly developed analytical and problem solving skills - demonstrating thought leadership   - Expert understanding of call centre management principles and call delivery principles   - Ability to collaborate and influence across organisational lines and at all levels   - Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word, Access and Project   - Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision   - Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals   - Use of sound judgement and calculated risk-taking   - Manage conflict and influence decisions   - Ability to work flexible hours  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 - Manager - Quality 

American Express - Manager - Quality  ,Job Description for American Express - Manager - Quality  in American Express in  Haryana Others for (2-5) years of experience. Apply Now!

Job Description for American Express - Manager - Quality  in American Express in  Haryana Others for (2-5) years of experience. Apply Now!