American Express is inviting applications for the post of Operations Support for the year 2022. Here is everything that you need to know about this American Express Recruitment!
About American Express
The American Express Company (AmEx) is a worldwide firm specialising in payment card services with headquarters at 200 Vesey Street in New York City’s Battery Park City area. The firm was created in 1850 and is one of the Dow Jones Industrial Average’s 30 components.
Roles & Responsibilities
- Function Description: 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 and Capacity team for IDPs and Staffing. Leave Cap Formulation; provide advisory support on the release of FTEs from the process
- Purpose of the Role: Communicate systems, voice response, and Telecommunication issues to the department. . Real-time adherence, monitoring, and communication. Raise awareness of 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, the best time to contact Cardmembers to improve total Contacts in the process. In-bound call pattern analysis, trending, and staff alignment
- Responsibilities: Maintain strong relationships with the Team Leaders and SDLs to improve overall understanding and awareness of daily/weekly business impacts. Feedback, Huddle timings, training schedules, and other Off-The-Phone activities. Rotational Shift – 24 *7
Eligibility
- Graduate with 0-3 years of relevant experience preferably in the service industry
- High result orientation
- Proven ability to drive high productivity & sustained performance
- Strong team player with a high level of integrity
- Result-oriented and decision making skills
- Ability to demonstrate flexibility and resilience in the face of changing business requirements
- Strong Analytical skills (Mathematics and Statistics background preferred)
- Good working interpersonal and negotiation skills and the ability to communicate at all levels
How To Apply For This Job?
To apply for the opening for Operations Support at American Express Recruitment, click here.
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