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 GPCO Team is responsible for a various process including short-term planning, local site CCP/agent scheduling & shrinkage planning, Real-Time management and local site support services. The GPCO team receives long & short-term capacity plans, forecasts and schedules from the Workforce Planning/Centralized Call Management (CCM) team for all markets. It is responsibility of the GPCO 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 GPCO Team Leader leads a team focused on executing the Short-Term Planning & Real-Time Management strategy for the center. The GPCO Leader must demonstrate strong collaboration and partnership with multiple functional teams including Contact Center Leadership, MIS, Technology, Finance, Marketing, Human Resources, Learning, Engineering, Global Business Integration (GBI), various Centers of Excellence and the other Planning communities across the globe.

Roles & Responsibilities 

·           This position is responsible for leading the team of Analysts managing real time performance

·           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 center’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

·           Prepare and present dashboards for Business reviews with both internal and external stakeholders

·           Explore opportunities to automate current practices within the GPCO RTA remit

·           Create and work on GPCO RTA strategies for the ever-growing Digital segment based on latest market trends and practices

·           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 or real time performance which could negatively impact the business

·           Participate in strategic decision making to ensure new initiatives and BAU processes are integrated without denigrating 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 workforce planning and real time management (Preferably leading a team of RTAs)

·           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 in Real Time

·           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

·           Experience with Power BI

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

·           Expertise in any of the WFM tools like Genesys is a must

·           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 to help prepare analytical data points/presentations/reviews

• 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