realtime analyst - workforce ManagementAmerican Express

Job Description:
Realtime Analyst - Workforce Management
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.
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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 Team Amex, 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. Here, you'll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company's success.
Together, we'll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we'll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let's lead the way together.
Description:
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel and lifestyle services, from trip planning, booking and enhancing the broader travel experience to creating memorable experiences through exclusive access to our global network of dining, shopping and entertainment partners.
Operations Analysts on the Workforce Management Real Time Team operate in a fast-paced environment by providing dedicated resources to achieve service level targets while balancing expenses and supporting business transformation targets. The role is responsible for optimally leading the resources needed to service our Card Members in a timely manner, regardless of how or when they contact TLS. Analysts must be able to balance strategic planning efforts while making real-time adjustments based on the most current trends and results.
To be successful in this role, must be able to implement strategic plans while responding to current workload trends and additional requests for non-workload activities. Candidates should be able to work colleagues to tackle problems, make decisions, and find solutions, and thrive in an environment where a sense of urgency is key. This will be achieved by providing ongoing analysis of key performance metrics, aligning with business partners to establish staffing requirements, crafting alternative staffing plans and providing effective communication to our network partners. Candidates must be confident in explaining the staffing risks and opportunities to all levels of the organizations.
Candidate must be available to work within TLS hours of operations, including evenings and weekends. This team currently covers office hours Monday-Sunday,24 hours 7days a week. These hours may change based on business needs.
Job Responsibilities:
Ensures efficient, effective, consistent, and analytical approaches are performed in a real time setting to achieve optimal client performance and profitability.
Provide support to contact center leadership in achieving Shareholder, Customer and Employee goals.
Collaborating with WFM and Operational leadership for all real-time staffing and performance decisioning, Leading critical action plans, communications, and escalation processes
Act as a key point of contact for stakeholder, PMO & Operations Leaders, Marketing teams, to improve forecast accuracy, maintain WFM data integrity and deliver flexibility in initiatives, identify, and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans.
Demonstrate tight-knit collaboration and partnership with multiple functional teams including Contact Center Leadership, Technology, TLS Global Talent and Engagement Team, other teams withing the Workforce Management organization, Finance partners, various center of Excellence, other Planning communities
Qualifications:
Minimum of 2 years in a call center environment, preferably relating to resource planning and performance and workforce management PREFERRED
In-depth knowledge and operational experience using workforce management software. Genesys knowledge PREFERRED
Established ability to lead efforts focused on getting results toward business goals
Outstanding interpersonal skills with strong emphasis on building relationships and partnering with various departments to achieve business objectives and goals
Excellent written and verbal communication skills with the ability to translate business requirements into communications tailored to specific audiences
Excellent technical and analytical skills with a proven ability to achieve results
Ability to handle multiple sensitive or critical tasks simultaneously to successful outcome
Strong interpersonal skills, including the ability to work in a team environment while displaying self-initiative
Ability to work well in a fast paced, high-pressure environment while maintaining attention to detail
Working knowledge of Microsoft Office programs (Outlook, Excel, Word, PowerPoint, SharePoint, Macro Knowledge) ADVANTAGE
Working knowledge of telecom software, IVR, VRU Vectoring
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