Analyst - Operations

American Express•Sunrise, FL

4d•$26 - $44

About The Position

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? The Tele Sales and Tele Strategic Expansion (TSE) teams within U.S. SME are creating a new Real Time Analyst role to support driving more purposeful results for the business. As a member of this new team, you will work with local leadership and team members across Phoenix and Sunrise. The team will observe day-to-day production, capacity, and forecasting for nearly 200 front-line colleagues. It is the responsibility of the team to convert plans from SPT and AIM into weekly and daily operational strategies to optimize resources and drive performance for both teams. The Analyst must demonstrate strong collaboration and partnership with multiple functional teams including Tele Sales & TSE Leadership, Learning & Development, Marketing, SME Strategy, SPT, and AIM. Success in this role is measured by identifying capacity gaps and production downtime to convert new acquisitions and signings.

Requirements

Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
Strong PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, and Word
Ability to think analytically and strategically and use data to identify / understand trends and then use the data to determine next steps
Ability to work flexible hours based on business needs
Ability to successfully balance high workload demands, quality and performance on a consistent basis
Ability to make quick decisions about operations and team performance and to take risks as necessary
Ability to communicate and influence people at senior levels effectively and without conflict
Gain trust, build relationships and influence leadership teams to foster true partnership
Strong written and verbal communication skills

Nice To Haves

Bachelor's Degree
6 months or more experience in a Contact Center Operations environment
Ability to explain the drivers of current performance levels, their current tracking, calculating their forecasted trends, as well as which levers to pull and when in a real time environment
Strength in accuracy and attention to detail in a high output and fast-paced environment
Highly developed analytical and problem-solving skills - demonstrating thought leadership
Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals

Responsibilities

Ensure real-time performance (Calls, Talk Time, and Staffing) is analyzed on an interval basis throughout the day and provide recommendations to achieve departmental goals
Negotiate with Leaders, Business Partners and customer facing colleagues (CFCs) regarding scheduling of activities in order to ensure the team is adequately staffed at all times to service customers
Partner with the Leadership team to improve forecast accuracy
Monitor and report on impacts to the business such as total number of dials, average talk time, lead and trigger penetration, expiring Transfer to Digital applications, etc.
Manage & monitor available 'day of' resources (CFC Availability to make calls) to ensure adequate penetration/touch rate
Participate in routine operational meetings with Leaders in order to share trends, challenges, or plans designed to drive performance and goals

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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 opportunities