American Express Careers

Workforce Service Delivery Leader

Bonifacio Global City, Philippines
Customer Care Operations

Job Description

The best Global In-House Center in the Philippines is looking for THE top-notch WORKFORCE SERVICE DELIVERY LEADER to join the growing team!


About the Role

We’re looking for a top caliber Global Optimization and Call Management Service Delivery Leader who will be setting and executing on the Short-Term Planning & Real-Time Management strategy for the site and will act as the Contact Centre Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team and GCCM at large. The GOCM Manager must demonstrate strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, MIS, Technology, Finance, Marketing, Human Resources, Learning, Engineering, Global Business Integration, various Centres of Excellence and the other Planning communities across the globe.


About the team

You will be part of the Global Optimization and Call Management team that’s currently performing really well – that means there is so much to be done and innovate. This team will mainly focus on handling our Consumer and Corporate Lines of Business.  We promise to keep those creative juices flowing! The GOCM Team’s vision is to be “To be an industry leading real-time and short-term planning team made up of highly skilled and engaged planning specialists”


The Ideal Candidate

Your major responsibility would be managing a team who is doing capacity planning, real time monitoring, scheduling, call routing, reporting all at the same time. If you know your way around eWFM, CMS Avaya and the likes, and can effortlessly manage major stakeholders – this is the opportunity for YOU! In addition, the ideal candidate is someone who has strong negotiation skills.


Please take note that the offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Others Tasks and Qualifications

This thrilling role will primarily work closely with the Workforce Team Leaders to drive performance improvements and reviews of the team.

  • At least 4 years of workforce managerial experience in a premium call center customer service environment
  • Proficiency in MS Office Suite with strong Excel skills.
  • Strong knowledge and understanding of operations
  • Strong background in capacity planning, real time monitoring, scheduling, call routing, reporting
  • Bachelor’s degree or equivalent is preferred
Compensation Package

We’re open to discuss this further in the process – but we’re pretty sure that whatever American Express comes up with as an offer – it would be something that you won’t be able to refuse! J You’ll be able to enjoy most of our amazing benefits on your first day with us that’s just the icing on the cake. In American Express, our people comes first, so the longer you stay, the more “savings” you make and look forward to thanks to our Retirement Benefits!

Application Process

Once screened and invited by the Talent Acquisition team, expect 3 more interviews with our major stakeholders to happen after. The interviews will be conducted by our Workforce expert, Abhishek Gera, and two more of our highly competent leaders.

What are you waiting for?

So if you this role is speaking to you, or if you know someone who’d be absolutely perfect for the role, or you simply just want to clarify more about the opportunity, do not hesitate to e-mail Myke Angeline Libertino ( and she will be sure to get back to you asap.

ReqID: 18011149
Schedule (Full-Time/Part-Time): Full-time