Real Time Analyst Job Vacancy in Amex Gurgaon, Haryana – Updated today

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Full Details :
Company Name : Amex
Location : Gurgaon, Haryana
Position :

Job Description : You Lead the Way. We’ve Got Your Back.

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 redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Overview of the Business:
The Global Services Group (GSG) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world’s most respected service brand.
As part of GSG, the Global Servicing Enablement (GSE) team is responsible for process design & engineering, capacity management, governance, analytics, value generation and learning across GSG. The team is accountable for providing unwavering support to all our Customer Care Professionals and Specialists who serve our customers globally every day. GSE is also responsible for the Enterprise Complaint Center of Excellence chartered with ensuring American Express has a robust complaints management program.
The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all call 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 call volume distributions for all markets and lines of business.
As a part of the team, you will be responsible for the following:
Intra-day call type/segment performance management
Shrinkage / off the phone activities management, Intraday Schedules management and recommend schedule changes basis business requirement
Execution of Service Code Alert strategies
Centralized contact for operations leaders for real time business performance management
Work with Short Term Forecasting Team in GCCM for Intra Day Performance (IDP) & Staffing outlook
Communicate systems, voice response & telecommunication issues to the relevant teams
Proactively identify process improvement opportunities
Maintain strong relationships with the operation’s leaders to improve overall understanding and awareness of daily/weekly business impacts
Shift Rotations: 24 *7

Functional skills:
Bachelor’s degree (Economics / 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 as well as understanding of call center volume drivers and forecasting/workforce planning processes would be an added advantage
Strong written and spoken communication skills with demonstrated success in creating and conducting presentations to large / senior / challenging audiences, a plus
Excellent analytical abilities
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
Effective team player with a high level of integrity

Technical Skills/ Knowledge of platforms:
Proficiency with Microsoft Office, especially Excel, and PowerPoint
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 Cornerstone & visualization tools such Tableau, a nice to have
Eligibility Criteria:
Applicant should have a minimum tenure of 12 months as a band 28 in the current role as of the date of application
Applicant should not be under Counseling/Review period at the time of application
Minimum Combo Performance rating of 3 or higher in the last Annual PMP cycle

Enterprise Leadership Behaviors
Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage

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.

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