Business Operations Analyst
2 weeks ago
Empowering Progress Together.
At American Express, we believe that with the right support, individuals and organizations can achieve remarkable advancements. Joining our team means becoming part of a diverse global community dedicated to uplifting our customers, communities, and each other. Here, you will have the opportunity to grow and develop a career path that is uniquely yours, supported by benefits and programs that cater to your personal and professional needs.
In your role, you will be acknowledged for your contributions and leadership. Every team member has the chance to partake in the company's success. Together, we strive to deliver the best customer experience daily, upholding our commitment to integrity and inclusivity.
As a member of the Global Optimization and Call Management Team (GOCM), you will play a crucial role in ensuring effective workforce planning and operational performance across various business units. Our team exemplifies integrity and collaboration, working closely with multiple functional teams and Centers of Excellence worldwide.
Key Responsibilities:
- Oversee the Workforce Optimization (pre-planning) process for diverse markets and segments.
- Cultivate strong relationships with business partners to achieve operational objectives.
- Drive impactful outcomes through data analysis and strategic recommendations.
- Collaborate with the team to formulate the workforce optimization plan, defining real-time management strategies.
- Partner with operational leaders to anticipate and manage shrinkage effectively.
- Conduct analyses to ensure adequate planning for multi-site segments, meeting critical business demands.
- Work alongside Capacity Planning colleagues to track headcount changes and adjust planning accordingly.
- Collaborate with Real Time colleagues to optimize team staffing and develop effective shift patterns.
- Engage with project teams and Centers of Excellence to prepare for marketing activities and changes impacting call volume and resource planning.
- Coordinate with the GOCM WFM Administration Team to manage change requirements and operational adjustments.
Minimum Qualifications:
- Exceptional communication skills with the ability to foster positive relationships.
- Strong understanding of market practices and regulations.
- Ability to monitor and evaluate short-term trends in call volume and business drivers.
- Capability to align business strategies with daily operational management activities.
- Provide insights based on performance metrics to refine execution plans.
- Ensure accurate data maintenance within the WFM system for shrinkage pre-planning.
- At least 12 months of experience with Workforce Management tools, preferably Genesys.
- Team-oriented mindset, collaborating effectively to achieve objectives.
- Proficient in managing multiple priorities efficiently.
- Experience working in a collaborative environment across geographic boundaries.
- Flexibility to work hours based on business needs.
- Previous experience in a GOCM function, such as Real Time Management.
- Proven track record as a workforce analyst in a contact center setting, with a minimum of 2 years of experience.
- Strong proficiency in Microsoft Excel, Access, PowerPoint, and Word.
Preferred Qualifications:
- 6 months or more experience with Workforce Management tools, focusing on scheduling and forecasting.
- Familiarity with the nVision reporting suite.
Compensation:
Salary Range: $55,000.00 to $105,000.00 annually, plus bonus and benefits.
At American Express, we prioritize the well-being of our colleagues and their families. Our comprehensive benefits include:
- Competitive base salaries.
- Bonus incentives.
- 6% Company Match on retirement savings.
- Financial coaching and support.
- Comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working arrangements based on role and business needs.
- Generous paid parental leave for all parents.
- Access to global wellness centers staffed with healthcare professionals.
- Confidential counseling support through our wellness programs.
- Opportunities for career development and training.
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