real-time AnalystAmerican Express

Job Description:
Real-Time Analyst
You Lead the Way. We've Got Your Back.
No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers
#5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022
#9 in Great Place to Work's Best Workplaces in Asia under the Multinational Category for 2021
One of HR Asia's Best Companies to Work For 2021
We are AON HEWITT'S BEST EMPLOYER for 2017, 2018, and 2019 in the Philippines
ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019
ICT Awards' HALL OF FAME
J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S.
Great Place to Work ® Philippines CERTIFIED
Great Place to Work ® ASIA CERTIFIED
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Ranked in the Top 10 of Fortune's 100 Best Companies to Work For® List in the US for the second consecutive year.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, or in a hybrid model (combination of in-office and work from home days).
Description:
The GOCM Analyst works as part of a team focused on implementing the Short-Term Planning & Real-Time Management strategy for the center.
The GOCM Analyst must demonstrate collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.
Success in the role is gauge by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Efficiency, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.
Qualifications:
Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
Ability to work flexible hours based on business needs
Ability to successfully balance high workload demands, quality and performance on a consistent basis
Ability to make quick decisions about contact center dynamics and to try new things as necessary
Ability to communicate and influence people at senior levels effectively and with ease.
Gain trust, establish links and influence GSN leadership teams to develop true partnership
Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
Ability to work across geographic borders as part of a virtual team
Strong written and verbal communication skills
Experience with Genesys WFM tool is an advantage
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time