American Express Careers

Team Leader - Global Optimization and Call Management

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

  • Lead a team of Work Force management analysts supporting CFN Processes
  • Establish and Lead Inventory Management concepts in line with CFN priorities
  • Implement Best Practices to support introduction of Tools and Capabilities and Automation Controllership routines
  • Should be able to drive Growth Mindset and challenge the 'Status Quo'
  • Should be able to drive innovation and change, resulting in improved OPEX management
  • Track and report key Workforce Planning and Inventory metrics for CFN business units
  • Develop and deliver business solutions to local and executive level leadership team, aimed to elevate performance levels
  • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their potential.
  • Create Performance Reviews, and Development Plans of Team members
  • POC for all Business Performance and WFP related inquiries from Sr. Leadership Team members across Amex proprietary and partner sites
  • Oversight and execution of the Regional/Market areas Business Continuation Plan
  • Oversight and management of MIS performance analytics programs required to drive improved productivity and efficiency at the local site level.
  • Coach & Develop direct reports towards maximizing performance efficiency

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

 

You will be rewarded with:

  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.

 

American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

 

Best of the best Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Recruitment & Retention Programme (Gold)

Best In-house Inbound Contact Centre Under 100 Seats (Gold)

Best Contact Centre Professional (Gold)

Best Contact Centre Manager (Gold)

Best Contact Centre Telemarketer (Gold)

 

Join us and you’ll soon see why.


Qualifications

  • Graduate/Post-Graduate with minimum 4 years of Work Experience
  • Work force planning certified and/or minimum 3-4 years of work experience in a similar role.
  • Resilient operational planner with experience in understanding business processes and customer needs.
  • Possess strong analytical skills, ability to evaluate alternatives and recommend solutions.
  • People leader and Project management skills
  • Exceptional communication skills
  • Proven ability to drive results and process improvements
  • Strong analytical / financial acumen
  • Strong relationship, presentation, and communication skills with multiple levels across the organization
  • Strong understanding of metrics and business environment
  • Good interpersonal and negotiation skills

ReqID: 18008862
Schedule (Full-Time/Part-Time): Full-time