American Express

Apprentice

Posted On

Feb. 11, 2026

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

March 15, 2026

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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.

How will you make an impact in this role?

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 Support, Enablement and Control (GSEC) 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. GSEC 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

Minimum Qualifications

Bachelor’s degree
Strong analytical, problem-solving, and attention-to-detail capabilities.
Excellent communication and collaboration skills.
Proficiency in Microsoft Excel and PowerPoint for data and reporting tasks.
This is a 6-month contractual role

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

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:

• Cab facility

• Free meals

• Flexible working model with hybrid arrangement

• Training and development 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 contractual employment as an Apprentice with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Apprentices will be required to abide by Blue Box values and always maintain Code of Conduct.Feel free to reach out with any questions! We look forward to meeting you in person.

Jobs at Gurugram

KPMG

Senior - Tax M&A

KI Professional

Gurugram, Haryana

Apprentice Apply Now

Job Description

Jobs at Gurugram

More Jobs at American Express

Actively Recruiting Companies at Gurugram, Haryana

Apprentice