Workforce Management Team Leader - Mexico

Job Description

To manage and coordinate delivery of consistent Service Level performance for Canada Travel and Lifestyle Servicing.  This position is also responsible for providing planning and support of the Operational Performance within Canada Operations in partnership with central Global Teams and will identify/maximize opportunities to enhance operational efficiencies.  This person will identify and work closely with the various internal stakeholders to develop solutions to improve processes, minimize risk and maximize internal capabilities.

•Lead a team of Workforce Management analysts in supporting daily Service Level performance

•To proactively drive intra-day Service Level performance by providing clear analysis and recommendations to Operational Leader’s

•Accountability for daily Service Level performance across multiple workgroups

•To liaise with and manage the relationship with the Central Global Teams to:

-Measure and track short-term forecasting accuracy influencing changes to improve future forecasts and plans

-Provide input into the capacity planning process by ensuring that key information around Full Time Equivalent is accurately maintained and communicated

-Feedback local market trends and issues to influence the success of forecasts and plans

-Liaise with business partners to gather information and data relevant to future volume impacts

-Collate and analyze absenteeism, holiday, off-line activities etc. to provide accurate shrinkage input into the employee scheduling process

-Identify best possible times to conduct essential off-line time such as training, 1 to 1’s and Holidays to effectively limit the impact to the Customer whilst ensuring that employee development needs are met

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


•Post-secondary education or equivalent work experience

•3+ years working in a Workforce management role

•1-3 years of experience in Real Time Management/Scheduling/managing resources

•Knowledge of workforce management tools and practices (i.e. eWorkforceManagement/IEX/Avaya Call Management System)

•Excellent Communication skills combined with interpersonal and negotiation skills

•Must be flexible with shift to accommodate business needs outside normal department operating hours (if necessary)

•Organizational skills

•Analytical skills (ability to process data efficiently and accurately)

•Strong technical skills – Microsoft Excel/Access 

•Creative Problem solving skills

•Highly self-motivated
•Ability to Multi task
•Result oriented
•Team player

ReqID: 19016939
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 12, 2019, 11:41:23 AM