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  • 3 - 8 Years
  • Posted : above 1 month

Job Description:

Real Time Analyst Locations Gurgaon, India

Categories Customer Care Categories Operations

Job Description

Why American Express

Theres a difference between having a job and making a difference
American Express has been making a difference in peoples lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards
Weve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community And when theyre ready to take on a new career path, were right there with them, giving them the guidance and momentum into the best future they envision

Because we believe that the best way to back our customers is to back our people

The powerful backing of American Express
Dont make a difference without it
Dont live life without it

Job Responsibilities

Monitor, communicate and track half-hourly service levels and other metrics for US inbound and phone areas

Partner with management teams to facilitate to optimize workforce Track and analyses data using scheduling software

Produce daily, weekly, monthly ad-hoc reporting to assist management in monitoring center, team and representative performance

Monitor telephone & system accessibility and follow up to ensure resolution, if needed Monitor staffing and Service Levels real-time and partner with management teams to communicate business conditions and customer impacts

Implement service improvement strategies and suggest call center management actions as appropriate to assist in meeting scorecard goals

Partner with Workforce Planners to track and report key business metrics (shrinkages, occupancy, availability, etc) and keep up to date on key business conditions Partner with call center management team (Managers, Team Leaders and Production Support Group) and regional process to create and assign schedules to representatives

Recommend schedule swaps and changes based on staffing needs and changing business requirements Ensure accurate tracking of off-phone activities using and work with management teams to suggest appropriate times for scheduling off-phone activities

Attend daily meeting with management team to report on previous, current and following day metrics, both actual and forecast

Make suggestions to management of Service levels and Service level consistency planning This role may be subject to additional background verification checks

Qualifications Qualifications

PC proficient, intermediate to advance in Microsoft Office (Excel, Access and word)

Dynamic Decision Making, Evaluating Creative and Innovative Ideas

Ability to collaborate with others and influence key business partners

Strong problem solving and analytical skills

Strong team player Excellent interpersonal skills and ability to communicate at all levels

Language English

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Banking
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : Voice Process - Both BPO Type
Salary : As per Industry Standards
Deadline : 28th Jan 2020

Key Skills:

Company Profile:

Company
American Express Banking Corporationarfix

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