American Express Profesiones

GOCM Analyst Lacc

D.F., México
Atención al cliente Operaciones

Descripción del Trabajo

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.

Job Description

The Global Optimization & Call Management Team (GOCM) a division of the Strategy and Support function within Global Servicing Network (GSN) are primarily responsible for ensuring that GSN operational performance goals are met effectively and efficiently across the LACC region.

We deliver this through our expertise in Capacity Planning, Contact Strategy execution, Analytics and Project execution.

As a GOCM Analyst you will be a strong communicator with the talent to drive and advance the performance of the business.

In return you will receive personal development, recognition and a great working environment within a Global team whom are continuously developing and shaping its operational support function and are leaders of innovation.

The GOCM team offers substantial training and the opportunity to gain valuable experience within Analytics, Project Management and Stakeholder Engagement.

Responsibilities include:

  • Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.
  • Driving key metrics by making considered recommendations based on identifying and analysing data and implementing strategies.
  • Reporting performance of all LACC business units to Business Operations management team on an intra-day basis. 
  • Ensuring outbound contact rates are maximised by effective planning of resources and real-time monitoring.
  • Facilitating & conducting daily production meetings with operational stakeholders across GSN.
  • Using root cause analysis to influence planning, forecasting and resource requirements.
  • Real time management of outbound Dialer and the execution of daily production strategy.
  • Designing, producing and implementing specialist shift patterns that acknowledge the requirements of the business.
  • Ensuring all inbound service level objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network.
  • Recommend schedule swaps, changes and off-phone activities based on staffing needs and changing business requirements whilst ensuring accurate tracking.


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



Desirable Attributes

  • Excellent communicator with the skills and talent to build strong and positive relationships.
  • Problem solver who has the ability to think fast, spot trends, generate new ideas and to deliver to tight deadlines.
  • Self-motivated planner and organiser with a strong work ethic and high personal standards.
  • Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.
  • Aptitude for managing multiple and changing priorities efficiently and effectively.
  • Strong knowledge of MS Office Suite.
  • A good understanding of Contact Centre resource, forecasting, planning techniques and technologies including  Aspect Dialer, eWFM and ACD systems would be beneficial though are not a requirement. 
Please note:
  • As a team we are required to be flexible in our working hours to cover the needs of our business.As such you will need to be available to work during all operational hours as below:
Monday to Friday - 06:00 to 22:00
Saturday - 06:00 to 21:00
Sunday - 07:00 to 21:00   

ReqID: 19002587
Schedule (Full-Time/Part-Time): Tiempo completo
Date Posted: 07/02/2019, 22:30:39