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American Express

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4.2

based on 2.9k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Large Company - 2024

Top Rated Company for Women - 2024

Top Rated Financial Services Company - 2024

3 American Express Business Analyst Jobs

Business Analyst

American Express Company

4.2

based on 2.9k Reviews

3-8 years

₹ 2.4 - 5L/yr (AmbitionBox estimate)

Gurgaon / Gurugram

1 vacancy

Business Analyst

American Express

posted 2d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Biochemistry Project Management Operations Transportation Scheduling

+ 4 more

Job Description

The position is in Global Contact and Capacity Management (GCCM) . GCCM is responsible for all call volume forecasting, capacity/staff planning, operational expense management, configuration, and real time performance management & monitoring for GSG across various markets globally. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek call volume distributions for all markets and lines of business.

The incumbent will be a part of the work force optimization pillar within Global Optimization and Call management team supporting Digital markets. Primary responsibilities would include short-term planning, scheduling, dialer execution, reporting and managing key performance indicators such as abandon rates, penetration rates and right party contact.

Key Deliverables:

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, 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 Team Leaders and SDL s to improve overall understanding and awareness of daily/weekly business impacts

Feedback, Huddle timings, training schedules and other Off-The-Phone activities.

Functional skills:

Bachelors degree (preferable in Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus

3+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred

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

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

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

Behavioral Skills/Capabilities:

Delivers high quality work with direction and oversight.

Understands work goals and seeks to understand its importance to the BU and/or the Blue Box

Feels comfortable taking decisions/ calculated risks based on facts and intuition.

Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change.

Maintains a positive attitude when presented with a barrier.

Demonstrated ability to challenge the status quo & build consensus.

Technical Skills/ Knowledge of platforms:

Proficiency with Microsoft Office, especially Excel, and PowerPoint

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

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

Knowledge of machine learning will be an added advantage.

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

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