American Express Hiring for Business Analyst at Haryana, India Full Time

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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex

How will you make an impact in this role?

The Global Optimization and Call Management Team (GOCM) are primarily responsible for ensuring that workforce planning, and operational performance goals are met effectively and efficiently across US & LAC.

Workforce Optimization Analyst must demonstrate Integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including various Centers of Excellence and the other Planning communities across the globe.

Aside from being responsible of ensuring the execution and the creation of the short term planned activities for the units we support, will also have to determine the best way to utilize employees’ productivity skills using workforce management techniques and theories.

Minimum Qualifications:

• Utilize the forecasted data to create optimized agent schedules, validate schedules generated from Workforce Management software.

• Ability to prioritize deliverables, and to change priority/direction as needed.

• Assign staff to schedules based on their skills and business rules.

• Continuously optimize workforce management processes to enhance efficiency and effectiveness.

• Develops and maintains positive relationships through effective and timely communication.

• Analytical person with demonstrated critical thinking and effective communication and collaboration skills.

• Strength in accuracy & attention to detail.

• Highly developed analytical and problem-solving skills – demonstrated through leadership.

• Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word.

• Ability to successfully balance workload demands, quality and performance on a consistent basis.

• Excellent written and verbal communication skills.

• Ability to work flexible hours based on required business needs.

• Ability to manage multiple tasks and changing demands with minimum supervision.

• Proven experience as a workforce analyst in contact center environment, 2 years.

Preferred Qualifications

• Bachelor’s or Graduate’s Degree in business, IT, data science, or business administration preferred

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

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.

Job: Operations

Primary Location: India-Haryana-Gurgaon

Schedule Full-time

Req ID: 24003503