Analyst-Operations (Non Exempt)

$41,600 - $69,992/Yr

American Express - Sunrise, FL

Full-time - Mid Level

Sunrise, FL

Credit Intermediation and Related Activities

About the position

The Analyst-Operations position at American Express involves supporting the Global Optimization and Call Management Team (GOCM) in ensuring effective workforce planning and operational performance across various business units. The role focuses on real-time management strategies, monitoring service level objectives, and providing insights to enhance performance. The ideal candidate will demonstrate strong communication skills, problem-solving abilities, and a collaborative spirit to achieve departmental goals while maintaining high standards of work.

Responsibilities

• Monitor and report on intraday performance metrics such as occupancy, average speed of answer, and abandon call rates.
• Analyze prior day's performance against forecasts and identify issues impacting key performance indicators.
• Ensure real-time performance metrics are analyzed throughout the day and provide recommendations to achieve departmental goals.
• Manage and monitor available resources to ensure adequate staffing for customer service operations.
• Negotiate scheduling of activities with Operations Leaders and Business Partners to maintain adequate staffing levels.
• Approve and schedule out-of-building exceptions for Customer Care Professionals (CCPs) including Paid Time Off and other activities.
• Maintain accurate data within the Workforce Management (WFM) system regarding schedule exceptions and performance metrics.

Requirements

• Proficiency in Microsoft Excel and the MS Office Suite.
• Experience in workforce management tools, preferably Genesys.
• Strong communication skills and ability to build positive relationships.
• Problem-solving skills with the ability to think quickly and deliver under tight deadlines.
• Self-motivated with strong organizational skills and work ethic.

Nice-to-haves

• Experience in scheduling, forecasting, and managing shrinkage data using workforce management tools.
• Ability to generate new ideas and spot trends effectively.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Life insurance
• Retirement plan