Bilingual - Real Time Analyst

hace 2 semanas


Ciudad de México Amex A tiempo completo

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. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.
- The Global Optimization & Call Management Team (GOCM) a division of the Strategy and Support function within Global Servicing Group (GSG) are primarily responsible for ensuring that GSG operational performance goals are met effectively and efficiently across the LAC region.

We deliver this through our expertise in Capacity Planning, Inventory Strategy execution, Analytics and Project execution.

As a GOCM Analyst the job holder will be responsible for:

- Develops and executes back office inventory strategy and case distribution solutions required to achieve case time resolution goals.
- Reporting performance to Business Operations management team on an intra-day basis.
- Ensuring inventory management maximized by effective planning of resources and real-time monitoring and execution of daily production strategy.
- Facilitating & conducting daily production meetings with operational stakeholders across GSG.
- Designing, producing and implementing specialist shift patterns that acknowledge the requirements of the business.
- Ensuring all case time resolution objectives are being achieved: monitoring volumes & queues based on real time cases arrival and real time staffing levels across the network.
- Recommend schedule swaps, changes and off-line activities based on staffing needs and changing business requirements whilst ensuring accurate tracking.

**Minimum Qualifications**
- Strong oral and written communication skills.
- English advanced/bilingual
- Problem solver who has the ability to think fast, spot trends, generate new ideas and to deliver to tight deadlines.
- Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.
- Aptitude for managing multiple and changing priorities efficiently and effectively.
- Strong knowledge of MS Office Suite.

Please note:
As a team we are required to be flexible in our working hours to cover the needs of our business.

As such you will need to be available to work from Monday to Friday (13:00-21:00 hrs)

**Preferred Qualifications**
- SQL
- Visual Basic


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