Gocm Real-time Analyst

GOCM Real-Time 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.

Go above and beyond at a company that sets the standard for customer-first service.

We are pleased to present a career opportunity to join the Global Optimization and Call Management team for the APAC (Asia Pacific) 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

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, fluent in English and able to read and speak in Chinese would be in advance 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 relationships in stressful environment
- Can maintain focus and composure during times of high demands and short deadlines
- MI report production experience desirable
- Able to work on rotating shift (morning, evening & night) (shift allowance is provided)

**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 or onsite 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 op