Gocm Rta and Wfo Analyst
hace 7 meses
**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 LAC. This role provides support to the payroll processes for LAC Markets and Real time support to operations.
GOCM Real Time Analyst must demonstrate integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, Incentive, Compensation and Benefits HR team, Technology, Finance, Human Resources, Learning and various Centers of Excellence and the other Planning communities across the globe. Additional to be responsible to assure the execution and the creation of the short term planned activities for the units we support, and monitoring in real time the day assignations for the agents taking into consideration the key metrics of the call center.
**Preferred Qualifications**
- Highly numerate with strength in accuracy & attention to detail in a high output & speed environment
- Highly developed analytical and problem-solving skills - demonstrating thought leadership
- Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word. WFM Genesys, Big data Analysis desirable.
- Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals
- Ability to successfully balance high workload demands, quality and performance on a consistent basis
- Ability to make quick decisions with little or imprecise information and to take risks as necessary
- Excellent written and verbal communication skills in local market language and English
- Ability to work flexible hours based on business needs required. Hybrid only
- Ability to manage multiple tasks and changing demands with minimum supervision.
- Team work collaboration.
- Assertive communication
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
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