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Provide management information forecasts on a regular basis to plan call center resources. Part of a team in medium/large call center. Focuses on customer needs, call patterns. May assist in the planning of shifts, rotations and leaves of staff.
The Global Optimization & Call Management (GOCM) Team’s vision is to be “A World Class, Global, Short-Term Planning & Real-Time Management Team enabling Relationship Care® through Resource Optimization & Abandon Rate Consistency”. As a member of the GOCM team you will work with network leadership and local market team members as part of the Global Center of Excellence supporting the Global Services Group (GSG). The GOCM Analyst works as part of a team focused on executing the Real-Time Management strategy for the Network while providing global system support.
The GOCM Analyst must demonstrate strong collaboration and partnership with multiple functional teams including Contact Center Leadership, Technologies, Call Delivery, Vendor Partners, Finance, Marketing, various Centers of Excellence and Planning communities across the globe.
Success in the role is measured by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Abandon Rate Consistency, Availability/Shrinkage Optimization, Forecast Accuracy, Voice of the Customer survey results, and Schedule & Operational Effectiveness.
The GOCM Analyst will:
Required:
Minimum Qualifications
Preferred Qualifications
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:
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.
US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.
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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.
Full Time
$48k-59k (estimate)
05/10/2024
06/07/2024
americanexpress.com
PLANTATION, FL
>50,000
1850
Public
PHILLIP WEBB
$10B - $50B
American Express is a financial services company offering credit, corporate and charge cards and insurance products for individuals and businesses.
The following is the career advancement route for Analyst - Operations positions, which can be used as a reference in future career path planning. As an Analyst - Operations, it can be promoted into senior positions as a Bookkeeping Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Analyst - Operations. You can explore the career advancement for an Analyst - Operations below and select your interested title to get hiring information.