Real Time Analyst I -Workforce Coordination

Get Referred

Job Description

The Global Optimization& Call Management (GOCM) Team’s vision is to be “A World Class, Global, Short-Term Planning & Real-Time Management Team enabling Relationship Care® through Resource Optimization & Abandon Rate Consistency”.

As a member of the GOCM team you will work with network leadership and local market team members as part of the Global Center of Excellence supporting the Global Services Group (GSG).  The GOCM Analyst works as part of a team focused on executing the Real-Time Management strategy for the Network while providing global system support.  The GOCM Analyst must demonstrate strong collaboration and partnership with multiple functional teams including Contact Center Leadership, Technologies, Call Delivery, Vendor Partners, Finance, Marketing, various Centers of Excellence and Planning communities across the globe.

Success in the role is measured by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Abandon Rate Consistency, Availability/Shrinkage Optimization, Forecast Accuracy, Voice of the Customer survey results, and Schedule & Operational Effectiveness

The GOCM Analyst will:
  • Partner with network leadership and local market team members to improve forecast accuracy and drive site/skill performance
  • Support global system outages by working with local market teams and technologies to drive resolution and minimize market impairment
  • Partner with the local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans
  • Partner with Technologies and Operations Leaders to support the implementation of call routing strategies; monitor and report on impacts to the business such as occupancy, service level and call delivery purity (i.e. % calls to preferred agents)
  • Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and Abandon Rates
  • Participate in the execution of the Abandon Rate Consistency Plans (including Business Continuity Plans)
  • Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and recommendations to achieve network goals are provided
  • Negotiate with Business Partners regarding scheduling of activities in order to ensure the center is adequately staffed at all times to service customers
  • Participate in and/or chair routine operational meetings hosted by the GOCM Team with Operations Leaders and other Centers of Excellence in attendance in order to agree decisions and actions designed to drive operational goals
  • Administer ongoing business reporting in order to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems such as Compass, Opera etc.
  • Identify opportunities to improve and automate reporting
  • Assist with Call Center Management initiatives (e.g. delivering workshops, training and ongoing organizational education)


  • 12 months or more workforce management experience in a Contact Center Operations environment
  • Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
  • Ability to work flexible hours based on business needs
  • Ability to successfully balance high workload demands, quality and performance on a consistent basis
  • Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
  • Ability to make quick decisions about contact center dynamics and to take risks as necessary
  • Ability to communicate and influence people at senior levels effectively and without conflict
  • Gain trust, build relationships and influence GSG leadership teams to foster true partnership
  • Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
  • Work with the business, marketing  & project teams to ensure relevant information is obtained for new products and projects that impact call volume, Handling Time, Availability and staffing levels in order to put relevant plans in place
  • Ability to work across geographic borders as part of a virtual team
  • Strong written and verbal communication skills
  • 12 months experience using Workforce Management tools (preferably Genesys, Aspect eWFM, Empower) with proficiency in scheduling, forecasting, shrinkage data, live IDPs, report exporting and manipulation
  • ACD experience (preferably Avaya CMS) with proficiency in manual skill changes, agent reports, agent traces, live call flows
  • Experience in a multi-site contact center environment
  • Experience with system support and ticket management
  • Ability to explain the drivers of “net staffing”, their current tracking, calculating their forecasted trends, as well as, which levers to pull and when in a real time environment
  • Ability to explain key call center planning principles: The Power of One, Economies of Scale, Dynamics of abandoned calls, Laws of Diminishing Returns, Shrinkage factors, Call arrival patterns e.g. Day of week factors, bank holiday impacts and seasonality.
  • Understanding of the Contact Center Planning Cycle
  • Bachelor’s Degree
  • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
  • Strength in accuracy & attention to detail in a high output & speed environment
  • Highly developed analytical and problem solving skills – demonstrating thought leadership
  • Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals

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

ReqID: 20000741
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 15, 2020, 2:41:39 PM