Job Description
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.
The Real Time Analyst will:
• 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
Qualifications:
• 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
Preferred:
• 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
Salary Range: $26.20 to $43.87 hourly + bonus + benefits
The above represents the expected hourly pay range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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
For a full list of Team Amex benefits, visit our
Colleague Benefits Site .
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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
US Job Seekers - Click to view the “
Know Your Rights ” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
Job Tags
Hourly pay, Work at office, Local area, Flexible hours,