Workforce Optimization - Operations Analyst

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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.

How will you make an impact in this role?

The Global Optimization and Call Management Team (GOCM) are primarily responsible for ensuring that workforce planning, and operational performance goals are met effectively and efficiently across US, APAC & LACC. Workforce Optimization Analyst must demonstrate Integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including various Centers of Excellence and the other Planning communities across the globe. Aside from being responsible of ensuring the execution and the creation of the short term planned activities for the units we support, will also have to determine the best way to utilize employees’ productivity skills using workforce management techniques and theories.

The Workforce Optimization - Operations Analyst:

• Pre-plan shrinkage ensuring accurate and up-to-date data is maintained within the WFM system
• Provide insights based on daily performance to drive/modify execution plans
• Identify areas of process improvement and automation to drive efficiency and optimization
• Schedule and execute short term planning initiatives while minimizing impact on site level shrinkage
• Negotiate with key Business Partners during the planning of the phone activities to ensure the center is adequately always staffed to service customers
• Ensure accurate, up-to-date employee data is maintained in Genesys and NPM
• Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and Abandon Rates and provide suggestions on improved performance
• Partner with the GBI, VG and local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans
• Ensure daily and month to date performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed and recommendations provided to achieve departmental goals
• Approve and schedule CCPs’ out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g., Coaching, Meetings, Training etc.)
• Participate in and/or chair routine operational meetings hosted by the GOCM Team with Operations Leaders and other Centers of Excellence in attendance to agree decisions and actions designed to drive operational goals
• Participate in the execution of the Abandon Rate Consistency Plans (including Business Continuity Plans)
• Monitor business reporting to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems such as NPM, Pulse etc.
• Assist with Call Center Management initiatives (e.g., delivering workshops, training, and ongoing organizational education). 

Minimum Qualifications:

• 12 months or more experience using Workforce Management tools (preferably Genesys) with a focus on scheduling, shrinkage data, and live IDPs analysis
• Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
• Gain trust build relationships and influence leadership teams to foster 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 to put relevant plans in place
• Authorize changes to employee working schedules and annual leave booking to balance business needs and employee engagement. 
• Works well in a collaborative team environment, Seeks feedback to improve own performance, Strong desire to continually learn new skills, Able to adapt to changes in process/tasks
• Strong written and verbal communication skills
• 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 take risks as necessary
• Ability to communicate and influence people at senior levels effectively and without conflict
• Ability to work across geographic borders as part of a virtual team

Preferred Qualifications:

• Previous experience in a GOCM function such as Real Time Management
• Genesys WFM experience
• Knowledge of how to influence the drivers of “net staffing” and which levers to pull and when in a real time environment
• Understanding of the Contact Center Planning Cycle
• Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
• Strength in accuracy & attention to detail in a high output & speed environment
• Highly developed analytical and problem-solving skills – demonstrating thought leadership
• Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.