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Operations Analyst
hace 2 meses
About This Role
We're seeking a highly skilled Operations Analyst to join our team at American Express. As an Operations Analyst, you will play a critical role in ensuring the smooth operation of our customer service operations.
Key Responsibilities
- Work closely with our workforce optimization team to develop and implement strategies to improve service levels and reduce costs.
- Monitor and analyze key performance indicators (KPIs) such as occupancy, average speed of answer, and abandon call rates to identify areas for improvement.
- Develop and maintain reports and dashboards to provide insights into operational performance and identify trends.
- Collaborate with cross-functional teams to identify and implement process improvements.
- Provide exceptional customer service and support to our customers and colleagues.
Requirements
- 3+ years of experience in a customer service or operations role.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
- Proficiency in Microsoft Office, particularly Excel.
What We Offer
- Competitive salary and bonus incentives.
- Comprehensive benefits package, including medical, dental, and vision insurance.
- Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
- Opportunities for career growth and professional development.
About American Express
At American Express, we're committed to helping our customers succeed. We offer a range of products and services that help individuals and businesses manage their finances, make purchases, and travel the world. Our team is dedicated to delivering exceptional customer service and support, and we're looking for talented individuals to join us in this mission.
