Global Contact and Capacity Manager

3 weeks ago


Gurgaon, Haryana, India AMEX Full time

Unlock Your Potential with AMEX

At American Express, we're committed to empowering our colleagues to progress in incredible ways. As a Global Contact and Capacity Manager, you'll play a vital role in helping us achieve our vision of being the world's most respected service brand.

Key Responsibilities:

  • Manage intra-day call type/segment performance
  • Shrinkage / off the phone activities management
  • Execution of Service Code Alert strategies
  • Centralized contact for operations leaders
  • Work with Short Term Forecasting Team

Requirements:

  • Bachelor's degree in Economics, Mathematics, Statistics, or Data Analytics
  • 2+ years of relevant experience in Workforce real-time management/Operations/MIS analytics
  • Proficiency in Workforce Management Tools
  • Strong written and verbal communication skills
  • Strong organizational and project management skills

We Offer:

  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model
  • Generous paid parental leave policies
  • Free access to global on-site wellness centers
  • Free and confidential counseling support
  • Career development and training opportunities

About Us:

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.



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