GOCM Team Lead

hace 4 semanas


Xico, México Amex A tiempo completo
Job Description

The GOCM Team Lead - Strategic Call Center Optimization is a key role within the Global Optimization & Contact Management (GOCM) team, responsible for driving operational excellence in the contact centers and back-office teams across the LACC region.

Key Responsibilities
  • Manage, coach, and develop a team of GOCM Team Leaders and Analysts to exceed departmental goals.
  • Partner with GBI, GPCC, GFAB, Marketing, and GSG local market teams to identify and prepare for marketing plans and projects/initiatives that influence call volume forecast and resource plans.
  • Play a strong support role in defining and implementing call routing strategies; monitor and report on impacts to the business such as occupancy, Abandon Rates, and call delivery purity.
  • Ensure comprehensive plans are put in place 4-6 weeks in advance of call arrival to deliver optimal staffing based on the most accurate available forecasts.
Requirements
  • Advanced English, written and spoken.
  • At least two years of proven leadership experience of managing global teams in a large, multi-site/multi-media call center environment.
  • Strong understanding of call center planning process Forecasting, Capacity Planning, Scheduling, & Real-Time Management.
  • Highly developed analytical and problem-solving skills demonstrating thought leadership.
Salary and Benefits

The estimated salary for this position is $120,000 - $150,000 per year, depending on location and experience. American Express offers a comprehensive benefits package, including competitive base salaries, bonus incentives, support for financial well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, free access to global on-site wellness centers, free and confidential counseling support through our Healthy Minds program, and career development and training opportunities.



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