American Express Careers Recruitment for Business Analyst: It is great opportunity for applicants, who are looking for American Express Business Analyst in Gurgaon location.
Interested applicants can apply for the recruitment drive of American Express Business Analyst and register through the given below link. The detailed eligibility criteria and the application process of IBM Business Analyst details are given below.
Here, you will get the information about the recruitment of American Express Recruitment Drive such as Name of Company, Job Location, Job Role or Profile, Experience or Fresher Required, Year of Passing, Qualification or Eligibility Criteria, and much more.
Job seekers are advised to read all the details before making online applications for American Express Business Analyst opening in Gurgaon location.
Job Summary of American Express Jobs & Careers Hiring for Business Analyst:
Name of Company: American Express
Location: Gurgaon
Profile: Business Analyst
American Express Business Analyst Recruitment Drive-Details:
Responsibilities:
- Ensure comprehensive plans are put in place and reviewed (on daily basis) at least 45 days in advance of call arrival to deliver optimal staffing (operational efficiency) based on the most accurate available forecasts (Twelve Week Outlook, Month Ahead, Week Ahead, On-the-Day & Post Incident Review)
- Ensure consistent review of performance (Calls/Chats, Customer Handling Time (CHT) and Staffing), also against forecast analyzing the issues and impact on Service Level and Key performance metrics to achieve departmental goals
- Partner with teams to support the implementation of call routing strategies; monitor and report on impacts to the business such as occupancy, service level, call/chat delivery purity (i.e. % calls to preferred agents), ageing & dialer metrics
- Review the prior day’s performance against forecast analyzing the issues and impact on Service Level and key performance metrics in voice/digital/dialer LOBs
- Manage & monitor available ‘day’ resources (CCP Availability to handle calls/chats) to ensure adequately deployed & multi-skilling effectively optimized
- Ensure accurate, up-to-date data is maintained in Workforce Management Tools regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule Goals
- Administer ongoing business reporting to ensure all information is accurate and provided in a timely manner: Including integrity of data in key MIS systems & platforms.
- Assist with Call Centre Management initiatives (e.g. delivering workshops, training, and ongoing organizational education).
- Drive Automation opportunities to reduce cycle time and enhance customer experience by defect elimination.
Qualification:
- Analytical & Problem-solving skills
- Financial acumen
- Presentation of plans to senior stakeholders
- Experience in Performance Management (Preferred)
- Ability to work flexible hours based on business needs
Platform:
- Advanced knowledge of Microsoft Excel, PowerPoint, Word, Access
- Workforce Management tools (preferably Aspect/ Genesys, eWFM, Empower, Dialer, Work Flex etc.)
- ACD / Genesys experience
- Knowledge of Digital Channel of Servicing, Omni Channel Platform and reporting
Preferred:
- Knowledge of Avaya CMS / Genesys and forecasting / scheduling tools
Behavioral: Enterprise Leadership Behaviors
- Set the Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
- Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
- Do It the Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
Eligibility:
- The incumbent should be Graduate with a bachelor’s degree
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How to apply I American Express Recruitment Drive for the role of Business Analyst?
Apply Link/Registration Link of American Express Job & Careers & for More Details: Click Here