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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 IEX, CMS 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 and provides rotational on-call coverage after hours.Candidates must be available to work weekends, and cover shifts from 8:00am – 12:00am (ET Time) and provide on-call support overnight. The shift being covered with this position involves an 8 hour shift on both Saturday and Sunday mornings.
Minimum of 2-year experience in a call center environment, preferably related to service level management
In-depth knowledge and operational experience using ASPECT/IEX or any comparable workforce management software (IEX experience strongly preferred)
Excellent technical and analytical skills with a demonstrated ability to achieve results
Working knowledge of Avaya CentreVu Supervisor 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. Shift differentials apply for evening/weekend schedules.
While this role could work virtually, if candidate is located in one of our service center markets (Sunrise, FL; Phoenix, AZ), this position will be required to work in the service center.
Why American Express? What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people. The powerful backing of American Express. American Express is an equal opportunity employer. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions. Job Operations Title: Operations Analyst - Real Time Workforce Management Location: AR-Little Rock Other Locations: US-Arizona-Phoenix, US-Florida-Sunrise Requisition ID: 19017793
