You Lead the Way. We've Got Your Back.At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible — and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you'll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company's success.The Global Optimization and Call Management Team (GOCM) are primarily responsible for ensuring that workforce planning, and operational performance goals are met effectively and efficiently across US & LAC. This role provides support to the payroll processes for US & LAC Markets and Real time support to operations. GOCM Real Time Analyst must demonstrate Integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, Incentive, Compensation and Benefits HR team, Technology, Finance, Human Resources, Learning and various Centers of Excellence and the other Planning communities across the globe. Aside from being responsible of ensuring the execution and the creation of the short term planned activities for the units we support, will also have to monitor in real time the day-to-day agent assignations while taking into consideration the key metrics of the call center.**QUALIFICATIONS**- Strength in accuracy & attention to detail in a high output & speed environment.- Highly developed analytical and problem-solving skills - demonstrated through leadership.- Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word.- Ability to successfully balance high workload demands, quality and performance on a consistent basis.- Ability to make quick decisions about contact center dynamics with little or imprecise information and to take risks as necessary.- Excellent written and verbal communication skills, Spanish and English.- Ability to work flexible hours based on required business needs.- Ability to manage multiple tasks and changing demands with minimum supervision.
