American Express Careers

Service Level Planning Lead

Taipei, Taiwan
Customer Care Operations

Job Description

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 Manager JAPA with accountability of the following:
  • Support the contact centre leadership in achieving organisational goals across all channels.
  • Effectively manage phone and email queues, to achieve its strategic objectives regarding customer experience.
  • Monitor “Real-Time” performance continuously to deliver Lost Call Rate consistency [by skill/business group].
  • Manage resource availability to ensure adequate staffing.
  • Track and analyse data using 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 demand generation to deliver optimal staffing.
  • Ensure plans are refined daily, throughout the 30 days to production to increase re-forecast accuracy, operational efficiency and abandon rate consistency.
  • Ensure accurate, “unadjusted” and up-to-date data is maintained in Aspect eWFM regarding schedule exceptions, to enable appropriate reporting of intra-day performance and ATS (Adherence to Schedule).
  • Maintain a log of daily events that impact call volume or CST in, eWFM journals to capture the “organisational memory” for future planning.


  • 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 in English, both written and verbal
  • Ability to prioritise, negotiate and influence
  • Solid organisational skills to deliver results in a timely fashion
  • High mathematical acumen; strong knowledge of / experience with Excel
  • Positive attitude with high resilience.
This role may be subject to additional background checks

ReqID: 19006418
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 5, 2019, 2:08:25 AM