Real Time Analyst (TLS)

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 Travel and Lifestyle Services (TLS) is looking for an Operations Analyst to join our Workforce Management – Real-Time Team. This team operates in a fast paced, real time environment by providing dedicated resources to achieve service level targets while balancing expenses and supporting re-engineering goals.
This position is responsible for short term resource management for the Networks’ incoming calls and other associated workload. To be successful in this role, candidates must be able to balance strategic planning efforts while making real-time adjustments to staffing plans based on the most current trends and results.
These goals will be achieved by providing ongoing analysis of key performance metrics, creating alternative staffing plans when necessary, and providing effective communication to our network partners.
Additionally, this team provides first tier technical support of Workforce Management tools including ASPECT, CMS, GENESYS and SYMON messaging boards.  Candidates should be comfortable troubleshooting technical issues and explaining the issue/resolution to all levels of end users.
This team covers office hours seven days per week.
Candidates must be available to work weekends, and have flexibility to accommodate shifts throughout all business hours

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



Required Skills/Qualifications: 
  • Minimum of 2 years experience in a call center environment, preferably related to service level management

  • In-depth knowledge and operational experience using ASPECT/IEX/GENESYS or any comparable workforce management software

  • Excellent technical and analytical skills with a demonstrated ability to achieve results

  • Working knowledge of Avaya CentreVu Supervisor or Genesys CMS preferred

  • Working knowledge of Microsoft Office programs (Outlook, Excel, Word and PowerPoint)

  • Sense of urgency and determination to resolve issues at hand

  • Proven experience in solving complex business problems with minimal supervision

  • Ability to manage multiple sensitive or critical tasks simultaneously to successful outcome

  • Solid interpersonal skills, including the ability to work in a team environment while displaying self-initiative

  • Ability to work well in a fast paced, high pressure environment while maintaining attention to detail

  • Must be available to work within TLS hours of operations, including evenings and weekends. 

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19017140
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 13, 2019, 8:09:51 AM