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Description

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 let's lead the way together.

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.

You will be part of the Global Optimization and Contact Management (GOCM) team that is responsible for short-term planning, local site CCP/agent scheduling & shrinkage planning, Real-Time management and local site support services. The GOCM team receives long & short-term capacity plans, forecasts and schedules from the Workforce Planning/Centralized Contact Management (CCM) team for all markets. It is responsibility of the GOCM team to convert these long-term plans into weekly and daily operational plans to optimize resources and drive Abandon Rate Consistency across the network. The GOCM Team’s vision is to be “To be an industry leading real-time and short-term planning team made up of highly skilled and engaged planning specialists”

Roles & Responsibilities

• This position is responsible for leading the team of Analysts managing real time inbound & outbound performance, running the dialer

• Coaching and developing the team including sharing performance feedback and work direction

• Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks

• Analyze intraday statistics, deliver operation’s performance and scheduling statistics to recommend courses of action in balancing service levels and Colleague’s preferences

• Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates

• Support local site management to optimize staffing requirements. manage service level and provide recommended workflow options and directives to maintain acceptable SLA

• Communicate effectively with peer workforce leads and managers across functional areas worldwide to drive priorities

• Constant analysis & reporting of any trends in CHT, availability, adherence, intensity, penetration, RPC, Abort or any other real time performance which could negatively impact the business

• Participate in strategic decision making to ensure new initiatives and BAU processes are integrated without degeneration of service level

• Drive automation through effective use of technology & personnel skills to ensure optimization of resources & accuracy in reporting

• Participation and driving Key Projects/Initiatives/Test Kitchens for Stakeholders in the functions supported by GCCM

Qualifications

• Graduate with minimum 4 years work experience in preferably in Operations/ Contact Management/ Workforce Management/ Analytics domain

• Strong communication, collaborative skills, problem solving & implementation skills

• Effective people management and leadership skills

• Highly developed analytical skills relating to the interpretation of performance indicator trends, capacity planning and ability to define and lead implementation of strategies to improve service level

• Strong interpersonal effectiveness and teamwork skills in a stressful environment to empower influence and reach resolution with direct reports, colleagues and senior management

• Experience in managing escalations and complex operations

• Able to make difficult decisions in a timely manner and handle change & consistently deliver high levels of service

Technical Skills/ Knowledge of platforms:

• Proficiency with Microsoft Office, especially Excel and PowerPoint

• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau

• Project management skills, knowledge and experience of successfully leading projects

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

• Knowledge of machine learning will be an added advantage alongwith an ability to handle large data sets

• Prior programming experience in SAS, SQL, Python and/or HQL to write codes independently and efficiently,

This role requires time flexibility to join meetings with international stakeholders

Qualifications

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

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

Job: Operations

Primary Location: Mexico-Mexico City-Mexico City

Schedule Full-time

Req ID: 25002881