Lead Analyst

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.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 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 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
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 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.