RTA Analyst for GOCM, your role is to support our Customer Care Professionals with providing World Class service to our card members in a manner that delights our customers first time around through solving customer problems and being easy to do business with. The World Service, Customer Engagement Network (CEN) consists of contact center operations across the globe. Within the CEN, the GOCM team to provide operational support to our contact centers including project management, Risk & Control and Real time management.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Critical Challenges; • Ability to successfully balance high workload demands, quality and performance on a consistent basis. • Ability to make quick decisions about call center dynamics with little or imprecise information and to take risks as necessary. • Ability to communicate and influence people at all levels effectively and without conflict. • Understand GOCM and operational goals and translate these into day-to-day operational and production management activities. • Gain trust and build relationships with local World Service leaders to ensure they are supportive and accommodating. • Good written and verbal communication skills in local market language and English. • Excellent PC skills, including advanced knowledge of Microsoft Excel. Analytical and problem solving skills • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision. • Develop and maintain strong and effective relationships • Collaborate with team leaders to manage schedule adherence, absenteeism and non-productive time and highlight when trends / issues
Schedule (Full-Time/Part-Time): Full-time