Description

You Lead the Way. We’ve Got Your Back.

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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll 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 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.

You will be part of the Global Optimization and Contact Management (GOCM) team that is responsible for short-term planning, local site CCP/agent scheduling & shrinkage planning, Real-Time management and local site support services. The GOCM team receives long & short-term capacity plans, forecasts and schedules from the Workforce Planning/Centralized Contact Management (CCM) team for all markets. It is responsibility of the GOCM team to convert these long-term plans into weekly and daily operational plans to optimize resources and drive Abandon Rate Consistency across the network. The GOCM Team’s vision is to be “To be an industry leading real-time and short-term planning team made up of highly skilled and engaged planning specialists”

How will you make an impact in this role?

• Setting and executing on the Short-Term Planning, Real-Time Management & Dialer strategy for the site

Act as the Workforce Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team as well as Forecasting, Capacity Planning as well as Planning & Data Insights teams at large.

• Must demonstrate strong collaboration and partnership with multiple functional teams including Contact Centre/ Operations Leadership, MIS, Technology, Finance, Marketing, Human Resources, Learning, Engineering, GCDS, Capabilities, Contact Strategy as well as various Centers of Excellence, and the other Planning communities across the globe.

• Work closely with the Operational Team Leaders to drive performance improvements and reviews of the team.

Minimum Qualifications

• Graduate with minimum 4 years work experience in preferably in Operations/ Contact Management/ Workforce

Management/ Analytics domain

• Proficiency in Workforce Management Tools such as Genesys, 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

• Proficiency with Microsoft Office, especially Excel, and PowerPoint

Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) will be useful

• Knowledge of machine learning will be an added advantage

• Prior experience as a people leader, leading medium to large scale teams cross geographically would be a plus

This role requires time flexibility to join meetings with international stakeholders

Preferred Qualifications

• Exposure to Big Data Platforms such Cornerstone & visualization tools such Tableau.

Nice to have project management skills, knowledge and experience of successfully leading projects.

Qualifications

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

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Job: Operations

Primary Location: Mexico-Mexico City-Mexico City

Schedule Full-time

Req ID: 25002880