Lead Analyst

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.
Overview of the Business:
The Global Services Group (GSG) is comprised of several interconnected business
units which collectively provide service on a global scale, playing a central role in
helping American Express achieve its vision of being the world s most respected service
brand.
As part of GSG, the Global Servicing Enablement (GSE) team is responsible for
process design & engineering, capacity management, governance, analytics, value
generation and learning across GSG. The team is accountable for providing unwavering
support to all our Customer Care Professionals and Specialists who serve our
customers globally every day. GSE is also responsible for the Enterprise Complaint
Center of Excellence chartered with ensuring American Express has a robust
complaints management program.
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.

As a part of the team, you will be responsible for the following:

Intra-day call type/segment performance management
Shrinkage / off the phone activities management, Intraday Schedules
management and recommend schedule changes basis business requirement
Execution of Service Code Alert strategies
Centralized contact for operations leaders for real time business performance
management
Work with Short Term Forecasting Team in GCCM for Intra Day Performance
(IDP) & Staffing outlook
Communicate systems, voice response & telecommunication issues to the
relevant teams
Proactively identify process improvement opportunities
Maintain strong relationships with the operation s leaders to improve overall
understanding and awareness of daily/weekly business impacts
Shift Rotations: 24 *7

Minimum Qualifications

Functional skills:
Bachelor s degree (Economics / Mathematics / Statistics/ Data Analytics); MBA
or equivalent is a plus
2+ years of relevant experience in Workforce real time management/ Operations/MIS analytics would be preferred
Proficiency in Workforce Management Tools such as Avaya, eWFM, Genesys/ConneX 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 Business
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
Effective team player with a high level of integrity
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

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.