Business Analyst
2 months ago
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
How will you make an impact in this role?
This role is within the GOCM (Global Optimization & Call Management) Team supporting CFN & KYC Business Unit. GOCM team is responsible for processes like BackOffice Inventory management, Prohance Management, Workforce Optimization, Shrinkage planning, Real-Time Management, and local site support services. The GOCM team receives long & short-term capacity plans, forecasts from the Workforce Planning team. It is the responsibility of the GOCM team to convert these long-term plans into weekly and daily operational plans to optimize resources and drive efficiency across the network. Person hired for this role would be expected to perform the duties of WFO (Workforce Optimization) Analyst and/or Business Analyst.
How will you make an impact in this role?
Perform analysis on key metrics to help maximize productivity and Operational excellence Create reports/Analytics using multiple American Express data sources and key metrics Lead and drive projects to achieve results within stringent time frame Implement network level strategy for CFN & KYC Business UnitMinimum Qualifications
Graduate 5+ year Work Experience Prior experience of Scheduling, Shrinkage Planning, Workforce Optimization Prior experience of Genesys/Aspect for Schedling, Workforce Optimization Purposes Prior experience of Capacity Planning/Dialer/Inventory management/Service level Planning, MIS or Business/Data Analytics The incumbent should not be on any type of counseling at the time of applyingPreferred Qualifications
Prior experience of Capacity Planning/Dialer/Inventory management/Service level Planning, MIS or Business/Data Analytics Working Experience on Applications like Python, Tableau, Sisense, SQLWe back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries Bonus incentives Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) Free and confidential counseling support through our Healthy Minds program Career development and training opportunitiesAmerican 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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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