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.

How will you make an impact in this role?

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

Bachelor s degree (Economics / Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus

2+ 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

• 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

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