Company:        Americanexpress

Company Profile:

American Express Plans Live Audio Webcast of the Fourth Quarter 2015 Earnings Conference Call Most Americans “Deal-aying” Holiday Shopping American Express Declares Regular Quarterly Dividend American Express Serve® Expands Largest Free Cash Reload Network(1) in U.S.

Website:           www.americanexpress.com

Eligibility:         Bachelor’s Degree

Experience:       1 – 1.6 yrs

Location:           Gurgaon

Job Role:         Real Time Analyst

Job Description:
Required Skills:
1. Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word

2. Ability to work flexible hours based on business needs

3. Ability to successfully balance high workload demands, quality and performance on a consistent basis

4. Ability to make quick decisions about contact center dynamics and to take risks as necessary

5. Ability to communicate and influence people at senior levels effectively and without conflict

6. Gain trust, build relationships and influence GSN leadership teams to foster true partnership

7. Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities

8. Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place

9. Ability to work across geographic borders as part of a virtual team

Candidate Profile:
Experience:
1. 12 months or more experience in a Contact Center Operations environment

2. 12 -18 months experience using Workforce Management tools (preferably Aspect eWFM, Empower) with proficiency in scheduling, forecasting, shrinkage data, live IDPs, report exporting and manipulation

Preferred Skills:
1. Ability to explain the drivers of “net staffing”, their current tracking, calculating their forecasted trends

2. Knowledge of how to influence the drivers of “net staffing” and which levers to pull and when in a real time environment

3. ACD experience (preferably Avaya CMS) with proficiency in manual skill changes, agent reports, agent traces, live call flows

4. Ability to explain key call center planning principles: The Power of One, Economies of Scale, Dynamics of abandoned calls, Laws of Diminishing Returns, Shrinkage factors, Call arrival patterns e.g. Day of week factors, bank holiday impacts and seasonality.

5. Understanding of the Contact Center Planning Cycle

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