Business Analyst

You Lead the Way. We’ve Got Your Back.

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 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.

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 the GSG and TLS business units.

Our team 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.

How will you make an impact in this role?

• Responsible for the Work Force Optimization (pre-planning) process for multiple markets and segments within the US CEN Portfolio
• Developing and leveraging close relationships with business partners to enable successful delivery on operational goals
• Driving key outcomes through recommendations based on identifying and analyzing data and implementing strategies
• Work as part of a team to create the workforce optimization plan which defines the real time management strategies
• Partnering closely with operational leaders to pre-plan identified shrinkage for operational teams
• Creating analysis to ensure multi-site segments are proportionately planned for to ensure business critical coverage to meet inbound and outbound demands in volume
• Working closely with Capacity Planning colleagues to understand headcount movements and update planning accordingly
• Working closely with Real Time colleagues to ensure teams are optimized and adequately staffed, building appropriate rotating shift patterns
• Partner with project teams and centers of excellence to identify and prepare for marketing activity / plans, changes in business segmentation and other key projects that influence call volume forecast, customer behavior and resource plans.
• Working closely with other GOCM WFM Administration Team to coordinate change requirements & JIRA cases for WFM in relation to any Operational Changes.

Minimum Qualifications

• Excellent communicator with the skills and talent to build strong and positive relationships
• A good understanding of market working practices and regulations
• Monitor and assess the impacts of short-term trends in call volume & business drivers
• Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
• Provide insights based on daily performance to drive / modify execution plans
• Pre-plan shrinkage ensuring accurate and up-to-date data is maintained within the WFM system
• 12 months or more experience using Workforce Management tools (preferably Genesys) with a focus on scheduling, shrinkage data
• Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships
• Aptitude for managing multiple and changing priorities efficiently and effectively
• Works well in a collaborative team environment with ability to work across geographic borders
• Ability to work flexible hours based on business needs
• Previous experience in a GOCM function such as Real Time Management
• Proven experience as a workforce analyst in contact center environment, 2+ years.
• Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word.

Preferred Qualifications

• 6 months or more experience using Workforce Management tools (preferably Genesys) with proficiency in scheduling, forecasting, shrinkage data, live IDPs, report exporting and manipulation.
• Knowledge of nVision reporting suite

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
30+ days ago