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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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well 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.
The Global Planning and Configuration Team (GPAC) team is responsible for maintaining, revising, and enhancing the Global Services Group (GSG), capacity planning forecasts (comprised of multiple complex parts including Volume, Productivity, Staffing, and Workforce Management).
The GPAC team owns the development and implementation of workforce and standard operating procedures, across all GSG call center locations while supporting consistency and alignment of floor management standard operating procedures across the network. This team partners across the enterprise including working closely with: Global Operation teams, American Express Technologies, Global Servicing Learning Network, Global Talent Acquisition and GCN Strategy and Support.
Key Responsibilities:
Oversee capacity planning and staffing recommendations for GSG
Oversee daily service levels and productivity, making improvement recommendations to management as needed
Develop and manage distribution of staff across the call center enterprise to support service level commitments
Long term operational planning and capacity forecasting for inbound, outbound and blended environments
Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the call center
Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for each business unit
Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development
Collaborate with Contact Center Management on all aspects of call center performance and productivity
Oversee the production of ad-hoc and standard reports and analysis as needed for the executive team, as well as divisional management teams
Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations
Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues
Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements and take appropriate corrective and/or preventive measures
Represent WFM in a senior leadership capacity in cross-functional meetings, and on wide initiatives and projects
Report on shrinkage by site and time of day and make recommendations for improvements
Develop other value added reports that would lead to more efficient and productive schedules and agents
Report on shrinkage by site and time of day and make recommendations for improvements
Minimum Qualifications:
Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred
Bachelors degree or equivalent experience in an analytical and quantitative field required
Preferred Qualifications:
Advanced knowledge of call center systems, processes, staffing models, call routing, forecasting and resource planning tools is required
Well versed in Workforce management tool required, Call Center Management experience and process improvement discipline
Strong knowledge of VBA and SQL programming, SAS knowledge a plus.
Experience managing and leading a WFM group within a contact center
Experience in a multi-site call center operation with a minimum of 300 agents
Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids
Highly developed statistical, analytical and problem solving skills
Strong collaboration and influencing skills
Ability to manage multiple projects, work in a fast-paced environment and meet deadlines
Must possess an in-depth understanding of call center metrics
Proven experience in managing a high-level long-range Capacity Planning function
Advanced PC/Windows-based software experience required with proficiency in Word, Excel, and Power Point
Experience using Workforce Management tools such as Aspect, Genesys/ConneX, Verint, or IEX
Experience with inbound, outbound, back office and blended environment forecasting and volume management
Ability to convert raw data into metrics and workforce management strategy with strong mathematical, analytical, communication and organization skills
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.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
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.
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