American Express
Real Time Analyst (TLS Workforce Management)
This job is now closed
Job Description
- Req#: 23012139
- 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 centre 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 Centre Leadership, Technology, TLS Global Talent and Engagement Team, other teams withing the Workforce Management organization, Finance partners, various centre of Excellence, other Planning communities.
- Minimum of 2 years in a call centre environment, preferably relating to resource planning and performance and workforce management
- In-depth knowledge and operational experience using workforce management software. Genesys knowledge
- 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 telecom software, IVR, VRU Vectoring
- Genesys knowledge
- 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
- 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 work arrangements and schedules with hybrid and virtual options with Amex Flex
- 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
Real Time Analyst (TLS Workforce Management)
You Lead the Way. We’ve Got Your Back.
#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023
#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023
#10th in Fortune Magazine’s 2023 World’s Most Admired Companies
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card IssuersWith 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?
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences. Our Travel & Lifestyle consultants use their passion for travel and their ability to use one’s own initiative to resolve enquiries. Delivering outstanding experiences to our customers who are using our various American Express channels!
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.
You won’t just help our customers see the world; you’ll help them truly experience it.
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. Ability to collaborate with colleagues to tackle problems, make decisions, and find solutions, and thrive in an environment where a sense of urgency is key. Results 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.
Here’s just some of the daily tasks actioned within our Workforce Management Team:
Minimum Qualifications:
Preferred Qualifications:
Additional Details:
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:
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
About the company
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 striving to uphold our powerful backing promise to our customers and each other every day.