Service Level (Workforce) Planning Analyst

We 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 opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.

You Lead the Way. Weve 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 youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits programs and flexibility that support you personally and professionally.

At American Express youll be recognized for your contributions leadership and impactevery colleague has the opportunity to share in the companys success. Together well win as a team striving to uphold ourcompany valuesand powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity and in an environment where everyone is seen heard and feels like they belong.

Join Team Amex and lets lead the way together.

The successful candidate is an exceptional individual with strong analytical skills and the ability to communicate effectively with local management and key stakeholders. The successful candidate will need to have strong organization skills with the ability to drive strong and consistent results.

This role will report into the Service Level Planning - Lead with accountability for the following:

Support the contact center operations leadership in achieving organizational goals across all channels.

Effectively manage multi-channel queues (Voice Email Chat) for Travel and Lifestyle services with regards to customer experience

Monitor Real-Time performance continuously in order to meet Service Level Goals (by skill/business group) in a consistent manner.

Track and analyze data through the use of Contact Centre tools/software.

Recommend schedule changes to the SLP Leader based on staffing needs and changing business requirements.

Collaborate with operations leadership to utilize shrinkage (coaching training meeting planned leave etc.) in line with plans.

Manage daily and intraday multi-dimensional reporting to relevant stakeholders on overall performance.

Capture daily unplanned instances (leaves be it sick or casual) to track trend and report to the SLP leader with relevant observations.

Ensure accurate unadjusted and up-to-date data is maintained in the WFM tool to determine accurate intra-day performance in turn achieve Adherence to Schedule (ATS) targets.

Maintain FTE tracking (incoming/outgoing) in contact center tools and for weekly/monthly FTE/Headcount reporting.

Maintain a log of daily events that impact Contact Centre Metrics (call volume CST Shrinkage etc.) to capture the organizational memory for future planning.

Raise request for system access for new hires in the operations teams.

Scribe the information relayed in the daily WFM/Ops huddles chaired by the SLP Leaders

Qualifications:

Positive attitude with high resilience

Strong knowledge of MS Tools (Excel PowerPoint)

Experience in Contact Centre tools

WFM (Genesys eWFM IEX Blue Pumpkin Calabrio Teleopti)

Telephony (Genesys Avaya Cisco)

Reporting (Tableau Microsoft BI or other)

Experience in performing in-depth analysis using large amounts of data and recommend solutions.

Strong decision-making skills and the ability to resolve problems independently.

Ability to prioritize negotiate and influence.

Strong communication skills both written and verbal

Solid organizational skills to deliver results in a timely fashion.

Fluency in Japanese and business level of English required.