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    • Manager - Operations - Gurugram, India - Amex Group

    Amex Group
    Amex Group Gurugram, India

    1 month ago

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    Description

    You Lead the Way. We've Got Your Back.

    With the right backing, people and businesses have the power to progress in incredible ways.

    At American Express, you'll be recognized for your contributions, leadership, and impact - every colleague has the opportunity to share in the company's success.

    Job Description

    You will be part of the Global Optimization and Contact Management team that's currently performing well - there is so much to be done and innovate.

    The GOCM Team's vision is to be an industry leading real-time and short-term planning team made up of highly skilled and engaged planning specialists.

    Key Responsibilities

    Setting and executing on the Short-Term Planning, Real-Time Management & Dialer strategy for the site.

    Act as the Contact Centre Management & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team and GCCM at large.

    Requirements

    • Proficiency in Workforce Management Tools such as Genesys, Avaya, eWFM as well as understanding of call center volume drivers and forecasting/workforce planning processes.
    • Strong written and spoken communication skills with demonstrated success in creating and conducting presentations to large/senior/challenging audiences.
    • Excellent analytical abilities.
    • Strong organizational and project management skills.
    • Proven ability to manage multiple priorities effectively with a track record of driving results effectively while meeting deadlines.
    • Strong relationship and collaboration skills, including the ability to work in a highly matrixed environment.
    • Proficiency with Microsoft Office, especially Excel, and PowerPoint.
    • Ability to handle large data sets & prior programming experience in SAS, SQL, Python and/or HQL (Hive Query Language) will be useful.
    • Knowledge of machine learning will be an added advantage.
    • Prior experience as a people leader, leading medium to large scale teams cross geographically would be a plus.

    About Us

    We back our colleagues and their loved ones with benefits and programs that support their holistic well-being.

    We prioritize their physical, financial, and mental health through each stage of life.

    Benefits include:

    • Competitive base salaries.
    • Bonus incentives.
    • Support for financial-well-being and retirement.
    • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
    • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
    • Generous paid parental leave policies (depending on your location).
    • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
    • Free and confidential counseling support through our Healthy Minds program.
    • Career development and training opportunities.

    Diversity, Equity, and Inclusion

    American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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

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