Manager - Operations

You Lead the Way. We ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you ll learn and grow as we help you create a career journey that s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you ll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the company s success. Together, we ll win as a team, striving to uphold our company values and powerful backing promise to provide the world s best customer experience every day. And we ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and lets lead the way together.

You will be part of the Global Optimization and Contact Management team that s currently performing well that means there is so much to be done and innovate. We promise to keep those creative juices flowing! The 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 specialists

How will you make an impact in this role?
Setting and executing on the Short-Term Planning, Real-Time Management & Dialer strategy for the site Act as the Contact Centre Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team and GCCM at large. Must demonstrate strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, MIS, Technology, Finance, Marketing, Human Resources, Learning, Engineering, GCDS, Capabilities, Contact Strategy as well as various Centers of Excellence, and the other Planning communities across the globe. Work closely with the Workforce Team Leaders to drive performance improvements and reviews of the team.

Minimum Qualifications

Proficiency in Workforce Management Tools such as Genesys, Avaya, eWFM as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage

Strong written and spoken communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus

Excellent analytical abilities

Strong organizational and project management skills

Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines

Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment

Proficiency with Microsoft Office, especially Excel, and PowerPoint

Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) will be useful

Knowledge of machine learning will be an added advantage

Prior experience as a people leader, leading medium to large scale teams cross geographically would be a plus

Preferred Qualifications
Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau, a nice to have

Project management skills, knowledge and experience of successfully leading projects, a plus

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.