Real-time Analyst

4 days ago

Kuala Lumpur, Malaysia Amex Group Full time

**Job Description**:
**Real-Time Analyst**
Go above and beyond at a company that sets the standard for customer-first service.

**You Lead the Way. We've Got Your Back.**
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

We are pleased to present a career opportunity to join the Global Optimization and Call Management team for the JAPA region.You will be responsible for the following:

- Interface with Analysts, Team leaders, and other members of management
- Manage, update and report real-time activities in the department
- Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
- Record and Maintain a count of productive FTEs
- Capacity Management for sub-processes
- Work with Short Term Forecasting Team in GCCM for IDPs and Staffing.
- Leave Cap Formulation provide advisory support on release of FTEs from the process.
- Communicate systems, voice response and Telecommunication issues to the department.
- Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives.
- Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
- Manage Outbound Contacts on Dialer, with mínimal abort rate.
- Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
- In-bound call pattern analysis, trending and staff alignment.
- Maintain strong relationships with the Operation's leaders to improve overall understanding and awareness of daily/weekly business impacts
- Feedback, Huddle timings, training schedules and other Off-The-Phone activities.
- Creating Shift Rotations

**You will be rewarded with**:

- A great place to work - We are in the top 10 most admired companies in the world And the #1 amongst Financial Services
- Fun at work A great culture and environment - Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
- Competitive Salary - Get paid what you're worth.
- Career advancement opportunities - Shaping your future & opening both local & cross border opportunities.

**American Express has been recognised as 'Best Employer Malaysia 2015 for Generation Y' and awarded ' Aon Hewitt Best Employer Malaysia' six consecutive times.American Express Malaysia also won 16 prestigious awards from the Contact Center Association of Malaysia. Among these are the following**:
**Best of the Best In House Contact Center / Contact Center of the Year (Gold)**

**Best In House Contact Center (Gold)**

**Best Employee Engagement (Gold)**

**Best Manager Inbound (Gold)**

**Best Manager Outbound (Gold)**

**Best Team Leader (Gold)**

**Best CCP Inbound (Gold)**

**Best CCP Outbound (Gold)d**

**Best of the Best CCP (Gold)**

**To be successful in this role you will need to hold at least 2 years operational experience within a large call centre and/or operational Workforce Planning team and demonstrate the following competencies**:

- Ability to make quick decisions about call centre skill sets, priorities and know when to escalate to manager
- Keep up to date with changes in business and call centre
- Work with workforce planners to ensure processes and policies are efficient and still relevant, making suggestions for improvements as necessary
- High integrity and excellent communicator.
- Making unsupervised decisions that may be unpopular, but maintaining good relationships and explaining rationale always
- Good understanding of call centre volume drivers and forecasting/workforce planning processes
- Feel comfortable with empowerment and making balanced decisions based on facts and intuition.
- Takes calculated risks and mitigates impact
- Experience of Aspect eWFM workforce management tool and call centre management system Avaya Supervisor would be an advantage
- Ability to communicate at all levels, from associate to director.
- Min Intermediate MS Excel skills.
- Accurate and fast data entry
- Experience of creating, building, and maintaining

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