Business Operations Analyst

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

**American Express: A Global Leader in Service Excellence**

">">At American Express, we're dedicated to delivering exceptional customer experiences and driving business growth. We're seeking a talented Workforce Planning Analyst to join our Global Services team, where you'll play a critical role in optimizing contact center operations and ensuring seamless customer interactions.Job Description:">
  • ">
  • Support the development and implementation of workforce management strategies to achieve service level goals and improve operational efficiency.">
  • Collaborate with cross-functional teams to analyze data, identify trends, and provide insights to inform business decisions.">
  • Manage and maintain accurate schedules, forecasts, and reports to ensure compliance with company standards and regulatory requirements.">
  • Develop and implement process improvements to enhance productivity, quality, and customer satisfaction.">
">Required Skills and Qualifications:">
  • ">
  • Bachelor's degree in Business Administration, Operations Management, or related field; MBA or equivalent preferred.">
  • Minimum 2 years of experience in workforce planning, operations management, or a related field.">
  • Strong analytical and problem-solving skills, with ability to interpret complex data and drive business results.">
  • Excellent communication and interpersonal skills, with ability to collaborate with diverse stakeholders.">
  • Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.">
  • Familiarity with contact center software and systems, such as Genesys and Avaya.">
">Benefits:">
  • ">
  • Competitive salary and bonus incentives.">
  • Comprehensive benefits package, including medical, dental, vision, life insurance, and disability coverage.">
  • Flexible working model with hybrid or onsite arrangements depending on role and business need.">
  • Generous paid parental leave policies.">
  • Career development and training opportunities.">
">

We're committed to creating a diverse and inclusive work environment that supports the well-being and success of all employees. Join us at American Express and contribute to our mission of delivering world-class service excellence

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