American Express

Lead Analyst (Global Planning and Contact Optimization)

Posted On

May 28, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

June 22, 2025

Job Description

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.

Overview of the Business:

The Global Services (GS) 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 GS, 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 Planning and Contact Optimization(GPCO). GPCO is responsible for Capacity/staff planning, and real time performance management & monitoring for GS 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 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

Minimum Qualifications

Functional skills:

Bachelor’s degree (Economics / Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus
2+ years of relevant experience in Workforce real time management/ Operations/MIS analytics would be preferred
Proficiency in Workforce Management Tools such as Avaya, eWFM, Genesys/ConneX 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 Business
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

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.

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