Lead Analyst

Y ou Lead the Way. We ve Got Your Back.

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.

Functional 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.

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 Qualification:

• Bachelor s degree or equivalent
• Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / ambitious audiences, a plus
• Strong organizational and project management skills
• Proven track record to manage multiple priorities effectively with a track record of getting results effectively while meeting deadlines
• Positive 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
• Effective team player with a high level of integrity

Technical Skills/ Knowledge of platforms:

• 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) to write codes independently and efficiently will be useful

Preferred Qualification:

• 1+ 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
• Project management skills, knowledge and experience of successfully leading projects, a plus
• Knowledge of machine learning will be an added advantage
• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau , a nice to hav