Business Analyst

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all chat volume forecasting, capacity/staff planning, operational expense management, configuration, and real time performance management & monitoring for GSG across various markets globally. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek chat volume distributions for all markets and lines of business.

The incumbent will be a part of the work force optimization pillar within Global Capacity & Contact Optimization team supporting Digital markets. Primary responsibilities would include short-term planning, scheduling, reporting and managing key performance indicators such as wait times, abandon rates, CHT, shrinkages and staffing optimization.

Key Deliverables:

• Interface with Analysts, Team leaders, and other members of management

• Manage, update and report real-time activities in the department

• Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders

• Record and Maintain a count of productive FTEs

• Capacity Management for sub-processes

• Work with Short Term Forecasting Team, for IDPs and Staffing

• Leave Cap Formulation; provide advisory support on release of FTEs from the process

• Communicate systems, voice response and Telecommunication issues to the department

• Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives

• Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.

• Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.

• In-bound chat pattern analysis, trending and staff alignment

• Maintain strong relationships with the Team Leaders and SDL 's to improve overall understanding and awareness of daily/weekly business impacts

• Feedback, Huddle timings, training schedules and other Off-The-Phone activities

Minimum Qualifications

Functional skills:

• Bachelor’s degree (Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus

• 2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred

• Proficiency in Workforce Management tools such as Avaya, eWFM, Genesys as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage

• Strong written and verbal communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus

• Strong Organizational and Project Management skills

• Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines

• Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment

Behavioral Skills/Capabilities:

• Delivers high quality work with direction and oversight

• Understands work goals and seeks to understand its importance to the BU and/or the Blue Box

• Feels comfortable taking decisions/ calculated risks based on facts and intuition

• Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change

• Maintains a positive attitude when presented with a barrier

• Demonstrated ability to challenge the status quo & build consensus

Technical Skills/ Knowledge of platforms:

• Proficiency with Microsoft Office, especially Excel, and PowerPoint

• Working experience of Power BI would be needed

• 
  Project management skills, knowledge and experience of successfully leading projects, a plus

• Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) to write codes independently and efficiently will be useful

• Knowledge of machine learning will be an added advantage

• Exposure to Big Data Platforms such as Cornerstone & visualization tools like Tableau, a nice to have

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.