Real Time Analyst - Rotating Dayshift

Job Description

This is a Band 25 position

We are pleased to present a career opportunity to join the Global Optimization and Call Management team for the JAPA (Japan, Asia Pacific) region. 

You will be responsible for the following:
  • Interface with Analysts, Team leaders, and other members of management
  • Manage, update and report real-time activities in the department
  • Monitor Real Time Adherence (RTA) and communicate staffing discrepancies to Team Leaders.
  • Record and Maintain a count of productive FTEs
  • Capacity Management for sub-processes
  • Work with Short Term Forecasting Team in GCCM for IDPs and Staffing.
  • Leave Cap Formulation; provide advisory support on release of FTEs from the process.
  • Communicate systems, voice response and Telecommunication issues to the department.
  • Real time adherence, monitoring and communication. Raise awareness to RTA issues that are impacting service level and aging objectives.
  • Proactively identify improvement opportunities on things such as shift mix, hours of operation etc.
  • Manage Outbound Contacts on Dialer, with minimal abort rate.
  • Analyze and define at regular intervals, best time to contact Card members to improve total Contacts in the process.
  • In-bound call pattern analysis, trending and staff alignment.
  • Maintain strong relationships with the Operation’s leaders to improve overall understanding and awareness of daily/weekly business impacts
  • Feedback, Huddle timings, training schedules and other Off-The-Phone activities.
  • Creating Shift Rotations
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.

You will be rewarded with:
  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services.
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 8 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:
Best of the best Contact Center of the Year (Gold)
Best In House Contact Center (Gold)
Best Recruitment & Retention Programme (Gold)
Best In-house Inbound Contact Centre Under 100 Seats (Gold)
Best Contact Centre Professional (Gold)
Best Contact Centre Manager (Gold)
Best Contact Centre Telemarketer (Gold)
Join us and you’ll soon see why.


To be successful in this role you will need to hold at least 2 years operational experience within a large call centre and/or operational Workforce Planning team and demonstrate the following competencies:
  • Ability to successfully balance different channels of communication (email, face-to-face and incoming calls) with high workload demands, quality and performance on a consistent basis.
  • Ability to make quick decisions about call centre skill sets, priorities and know when to escalate to manager
  • Keep up to date with changes in business and call centre
  • Work with workforce planners to ensure processes and policies are efficient and still relevant, making suggestions for improvements as necessary
  • High integrity and excellent communicator.
  • Making unsupervised decisions that may be unpopular, but maintaining good relationships and explaining rationale at all times
  • Good understanding of call centre volume drivers and forecasting/workforce planning processes
  • Feel comfortable with empowerment and making balanced decisions based on facts and intuition.
  • Takes calculated risks and mitigates impact
  • Experience of Aspect eWFM workforce management tool and call centre management system Avaya Supervisor would be an advantage
  • Ability to communicate at all levels, from associate to director.
  • Min Intermediate MS Excel skills.
  • Accurate and fast data entry
  • Experience of creating, building and maintaining relationships in stressful environment
  • Can maintain focus and composure during times of high demands and short deadlines
  • MI report production experience desirable
  • Able to work on rotating shift (morning, evening & night) (shift allowance is provided)

ReqID: 19018758
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 14, 2019, 7:15:19 AM