Business Analyst

You Lead the Way.

Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impact?every colleague has the opportunity to share in the companys success.

Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day.

And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role.

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 Command Center team within Global Optimization and Call management team supporting Global Frauds.

Primary responsibilities would include Performance Management, Outage Management, dialer execution, reporting and managing key performance indicators such as abandon rates, penetration rates and right party contact.

Key Deliverables:.

Stakeholder Management:.

Engage in heavy stakeholder management, particularly with senior leadership such as Directors and Vice Presidents.

Ensure timely and effective communication of real-time performance, issues, and updates to stakeholders.

Collaboration with larger GOCM Teams:.

Collaborate closely with local GOCM teams across various sites globally.

Align on real-time strategies, staffing needs, and resource allocation to meet operational goals.

Real-Time Management:.

Oversee and manage real-time adherence across different sites, ensuring that staffing discrepancies are communicated and addressed proactively.

Monitor real-time activities, adjusting as necessary to maintain optimal performance levels.

Routing Strategies & Real-Time Adherence:.

Work with global call distribution teams to align on routing strategies.

Raise awareness of real-time adherence (RTA) issues and implement solutions to mitigate them.

Proactive Identification of Improvement Opportunities:.

Identify opportunities for improvement in areas such as shift mix, hours of operation, and other operational aspects.

Recommend and implement changes to optimize operational efficiency.

Dialer Management:.

Manage outbound contacts on the dialer, aiming to minimize Abort rates and maximize dial intensity and penetration.

Regularly analyze and define the best times to contact card members to enhance contact rates and overall campaign effectiveness.

Call Pattern Analysis & Staff Alignment:.

Analyze inbound call patterns, perform trending analysis, and ensure proper staff alignment to meet demand.

Optimize scheduling to balance operational needs with off-the-phone activities like feedback sessions, huddles, and training.

Performance Reporting:.

Prepare and present performance decks for leadership reviews, highlighting key metrics, challenges, and achievements.

Provide actionable insights and recommendations based on performance data.

Outage Management:.

Manage technical outages by working closely with technology teams to identify issues and implement solutions.

Ensure timely communication with relevant stakeholders during outages and drive the restoration of normal operations.

BCP Management:.

Manage and implement BCP strategies as in when needed.

Minimum Qualifications:.

Functional skills:.

Bachelors degree (MBA or equivalent is a plus).

Workforce Management Experience: Minimum 2 years of experience in Workforce Management, focusing on managing performance and dialer operations.

Real time expertise : Experience in a real time management, Command Centre or similar environment, emphasizing real-time performance monitoring, incident management, and operational decision-making.

Dialer Management: Experience with dialer systems, including configuration, monitoring, and performance optimization is a plus.

Knowledge of Fraud BU: Strong understanding of Fraud and different call types that are serviced in Fraud is a must.

Behavioral Skills/Capabilities:.

Communication and Collaboration:.

Strong verbal and written communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

Experience managing and influencing teams across different geographies and time zones.

Problem-Solving Abilities:.

Ability to troubleshoot and resolve operational issues in a dynamic, fast-paced environment.

Strong organizational and time-management skills with the capability to prioritize and manage multiple tasks simultaneously.

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.

Should be comfortable with 24*7 rotational shifts.

Technical Skills/ Knowledge of platforms:.

Proficiency in Workforce Management Tools: Expertise with tools such as Genesis, P&DI, GCXI, PULSE, WFM, CDART, ROP, NPM, GDM.

Data Analysis and Visualization:.

Strong analytical skills for interpreting complex data, generating insights, and making data-driven decisions.

Proficiency with data visualization tools like Power BI, Tableau, or Excel.

Technical Aptitude: Ability to quickly learn and adapt to new systems and technologies.

Basic knowledge of SQL or other query languages (optional but beneficial).

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

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

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.

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