Real-Time Analyst We are pleased to present a career opportunity to join the Global Optimization and Call Management team for the JAPA region. You will be responsible for the following: Interface with Analysts, Team leaders, and other members of management Manage, update and report real-time activities in the department Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders. Record and Maintain a count of productive FTEs Capacity Management for sub-processes Work with Short Term Forecasting Team in GCCM for IDPs and Staffing. Leave Cap Formulation; provide advisory support on release of FTEs from the process. Communicate systems, voice response and Telecommunication issues to the department. Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives. Proactively identify improvement opportunities on things such as shift mix, hours of operation etc. Manage Outbound Contacts on Dialer, with minimal abort rate. Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process. In-bound call pattern analysis, trending and staff alignment. Maintain strong relationships with the Operation’s leaders to improve overall understanding and awareness of daily/weekly business impacts Feedback, Huddle timings, training schedules and other Off-The-Phone activities. Creating Shift Rotations Why American Express? There’s a difference between having a job and making a difference. American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards. We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision. Because we believe that the best way to back our customers is to back our people. The powerful backing of American Express. Don’t make a difference without it. Don’t live life without it. Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. You will be rewarded with:
- A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services.
- Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
- Competitive Salary – Get paid what you’re worth.
- Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.