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.


  • 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