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.

Responsibilities:

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

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

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 
Support for financial-well-being and retirement 
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location) 
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

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 – What to Expect: Recruitment at American Express