American Express Careers

Service Level Planning Analyst, China

Shanghai, China
Customer Care Operations

Job Description

Why American Express?
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.
We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.
Because we believe that the best way to back our customers is to back our people.
The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Global Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure or business travel, as well as a variety of lifestyle services. 

For the past few years, the TLS business has been on a path to build increasingly global experiences for our Card Members, while allowing us internally to identify opportunities for greater efficiency, best-practice and innovation across the network. A key next step in the journey is to transform the organizational structure of the team to better align with its strategic priorities of providing consistent, proactive and actionable support to TLS Market Operations Teams as key partners, optimizing our workforce resources to balance between the pillars of Customer, Shareholder & Employee. 

The successful candidate is an exceptional individual with strong analytical skills and the ability to communicate effectively with local management and key stakeholders inside and outside of their market. The successful candidate will need to have strong leadership skills with the ability to drive strong and consistent results. 
This role will report into the Service Level Planning Lead for China with accountability of the following:
  • Support the contact centre leadership in achieving organisational goals across all channels.
  • Effectively manage phone queues, for CHN Amex Travel and Lifestyle, to achieve its strategic objectives with regard to customer experience.
  • Monitor “Real-Time” performance continuously in order to deliver Lost Call Rate consistency [by skill/business group].
  • Manage resource availability to ensure adequate staffing.
  • Track and analyse data through the use of WFM software.
  • Publish frequency-based performance reporting with ‘Impact & Root cause Analysis’.
  • Recommend schedule changes based on staffing needs and changing business requirements
  • Collaborate with Operations to determine in office shrinkage (coaching, training, meeting, etc.) needs and plan accordingly.
  • Ensure comprehensive plans are put in place at least 30 days in advance to deliver optimal staffing (operational efficiency) based on the most accurate available re-forecasts.
  • Ensure plans are refined daily, throughout the 30 days to production to increase re-forecast accuracy, operational efficiency and Lost call rate consistency. 
  • Ensure accurate, “unadjusted” and up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets.
  • Maintain a log of daily events that impact call volume or CST in eWFM journals in order to capture the “organisational memory” for future planning.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


  • Ability to perform in-depth analysis using large amounts of data, and recommend solutions 
  • Strong decision-making skills and the ability to resolve problems independently 
  • Experience in a workforce planning software (ideally eWFM, IEX TotalView or Genesys) 
  • A creative and pro-active approach 
  • Strong communication skills, both written and verbal 
  • Ability to prioritise, negotiate and influence 
  • Solid organisational skills to deliver results in a timely fashion 
  • High mathematical acumen; solid knowledge of Excel 
  • Positive attitude with high resilience.

ReqID: 19001292
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 19, 2019, 3:59:06 AM