American Express off Campus Drive 2022 hiring for Business Analyst form Bachelor’s Degree for Gurgaon location. The detailed eligibility & application process are given below.
Job Summary
American Express Off Campus Drive 2022 Details:
| Company Website | www.americanexpress.com |
| Job Role | Business Analyst |
| Qualification | Bachelor’s Degree |
| Experience | Freshers |
| Salary | 5 LPA (Expected) |
| Job Location | Gurgaon |
| Last Date | ASAP |
Want To Get Free IT/Software Job Alerts on Telegram !! Join from here
Job Description
Global Servicing Network (GSN) is a part of Global Services Group & is the single largest unit of American Express addressing the servicing needs of all-American Express clients and customers globally across multiple locations and channels.
The Global Optimization & Call Management (GOCM) Team’s objective is to be a World Class, Global, Short-Term Planning & Real-Time Management Team through Resource Optimization, Abandon Rate Consistency & Dialer Management. As a member of the GCCM team you will work with local leadership and team members supporting the Global Servicing Group (GSG).
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.
Deloitte Recruitment Drive 2022 for Tax Consultant I Associate Analyst
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
How to apply for American Express Off Campus Drive 2022 ?
All interested and eligible candidates can apply for American Express Off Campus Drive 2022 position online by the following link as soon as possible.
To Apply: Click here
Join our Telegram group: Click here
Follow Us on Instagram: Click here