Workforce Optimization Specialist
hace 3 semanas
You are a critical component of our workforce optimization team, tasked with ensuring that our operations run smoothly and efficiently. At American Express, we believe in providing exceptional customer experiences, and your role will play a key part in achieving this goal.
**Key Responsibilities:**
- Monitor and analyze real-time performance metrics to identify areas for improvement.
- Develop and implement effective workforce management strategies to meet business objectives.
- Collaborate with cross-functional teams to optimize scheduling, forecasting, and shrinkage data.
Managing Resources Effectively
- Manage available resources to ensure adequate deployment and multi-skilling.
- Negotiate with Operations Leaders and Business Partners to ensure the operation is adequately staffed at all times.
- Approve and schedule CCPs' out-of-building exceptions, including paid time off and in-building off-phone activities.
Excellent Communication Skills
- Build strong relationships with stakeholders through excellent communication and interpersonal skills.
- Present insights and recommendations to drive execution plans and improve departmental goals.
- Support severity 1/2 system outages to drive resolution and minimize impairment.
Required Skills and Qualifications:
Advanced English, written and spoken
Excellent communicator with strong problem-solving skills
Aptitude for managing multiple priorities efficiently and effectively
Good knowledge of MS Office Suite, with strong proficiency in Excel
Benefits:
Competitive base salary: $85,000 - $110,000 per annum
Bonus incentives
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements
Generous paid parental leave policies
Free access to global on-site wellness centers
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
About Us:
We prioritize our colleagues' physical, financial, and mental health through each stage of life. We back our colleagues and their loved ones with benefits and programs that support their holistic well-being.
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