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Company Name : American Express

Details

Job Position : Operations Support

Job Location : Gurgaon, Haryana, India – India Campus Gurgaon – 13423

Salary Package : As per Company Standards

Job ID : 21020322

Required Qualification

  • Graduate with 0-3 years of relevant experience preferably in 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 requirement.
  • Strong Analytical skills (Mathematics and Statistics background preferred).
  • Good working interpersonal and negotiation skills and the ability to communicate at all level

Job 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 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 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.

Requirements

  • Maintain strong relationships with the Team Leaders and SDL ‘s to improve overall understanding and awareness of daily/weekly business impacts.
  • Feedback, Huddle timings, training schedules and other Off-The-Phone activities. Shift Rotations. Transport Roster Shift 24X7. Shifts: 24 *7.

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