Analyst Workforce Planning

hace 2 semanas

Ciudad de México American Express 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.
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 must demonstrate integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, Incentive, Technology, Projects, Learning and various Centers of Excellence and the other Planning communities across the globe. Aside from being responsible of ensuring the execution and the creation of the short term planned activities for the units we support, will also have to monitor in real time the day-to-day agent assignations while taking into consideration the key metrics of the call center.
QUALIFICATIONS
- Highly developed analytical and problem-solving skills - demonstrated through leadership and negotiation.
- Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word. Kronos, ASPECT, Genesys and Avaya desirable.
- Ability to successfully balance high workload demands, quality and performance on a consistent basis.
- Ability to make quick decisions about contact center dynamics 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 required business needs.
- Ability to manage multiple tasks and changing demands with minimum supervision.

**Salary**: $15,000.00 - $19,000.00 per month

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