As a Lead Analyst in the Global Services Group (GSG), you'll be pivotal in enhancing service efficiency and optimizing contact management. The GSG encompasses several business units that work together to provide superior service globally, playing a crucial role in American Express's vision of being the world's most respected service brand.
Key Responsibilities
- Performance Management. Oversee intra-day call type performance, manage shrinkage, and adjust schedules based on real-time business needs.
- Service Code Alert Execution. Implement strategies to alert operations leaders about service performance metrics.
- Forecasting Collaboration. Work closely with the Short Term Forecasting Team to analyze intra-day performance and staffing requirements.
- Issue Communication. Serve as the main point of contact for operational leaders regarding telecommunications and system issues.
- Process Improvement. Identify and recommend process enhancements to improve operational efficiency.
- Relationship Management. Maintain strong relationships with operations leaders to enhance awareness of business impacts.
Minimum Qualifications
- Bachelor’s degree in Economics, Mathematics, Statistics, Data Analytics, or related field; MBA preferred.
- 2+ years in workforce real-time management, operations, or MIS analytics.
- Proficiency in Workforce Management tools (e.g., Avaya, eWFM, Genesys/ConneX).
- Strong communication skills with experience in presenting to senior audiences.
- Proven project management skills and ability to manage multiple priorities.
Behavioral Skills
- High-quality work output with guidance and oversight.
- Ability to make decisions based on facts and intuition.
- Flexible and adaptable to shifting priorities and rapid changes.
- Positive attitude towards challenges and barriers.
- Collaborative team player with a commitment to integrity.
Technical Skills
- Proficient in Microsoft Office (Excel, PowerPoint).
- Experience handling large data sets; programming skills in SAS, SQL, Python, and/or HQL.
- Knowledge of machine learning and exposure to Big Data platforms and visualization tools (e.g., Tableau) is a plus.
Benefits
- Competitive base salaries and bonus incentives.
- Comprehensive medical, dental, vision, life insurance, and disability benefits.
- Flexible working arrangements.
- Generous paid parental leave policies.
- Access to global wellness centers and counseling support.
- Career development and training opportunities.
American Express is an equal opportunity employer. We make hiring decisions based on merit without discrimination. Offers of employment are contingent upon successful completion of a background verification check.
Join American Express and be part of a team that values your contributions and supports your growth! Apply now to lead the way with us.