Manager - Workforce Management

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

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. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The Global Optimization & Contact Management (GOCM) team is part of the GCCM group who owns the end-to-end call center planning process starting from volume forecasting, building of capacity & hiring plans to Scheduling & performance MIS. GOCM is responsible for developing & executing short term strategy & staffing plans to drive performance of the Global Services Group (GSG) contact centers & back-office teams through resource optimization, scheduling & real time floor management. Being part of GOCM will ensure that your learning & development is a priority. You will gain knowledge and experience in running contact centers as well as opportunities to expand your network and understand the key business metrics that drive decision making.

This GOCM Manager will be responsible for setting and executing on the Short-Term Planning & Real-Time Management strategy for the CEN markets across LACC region and will act as the GCCM & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team, Forecasting & Capacity Planning teams. The GOCM Manager must demonstrate strong collaboration and partnership with multiple functional teams including CEN Operations Leadership, GLKM, MIS, Technology, Finance, CEG, Global Business Integration, Various Centers of Excellence and the other Planning communities across the globe.

Success in the role is largely measured by on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Schedule & Operational Effectiveness, Abandon Rate Consistency, Availability/Shrinkage Optimization, Contribution to operational engineering targets and customer satisfaction targets both internal to GOCM and external for our customers & merchants.

Principal Accountabilities and Key Deliverables

1. Manage, coach and develop a team of GOCM Team leaders & analysts to exceed departmental goals
2. Focus on attracting and retaining diverse and inclusive top talent within GOCM through increased engagement and driving opportunities for colleague learning & development.
3. Partner with GBI, GPCC, GFAB, Marketing and GSG local market teams to identify and prepare for marketing plans and projects / initiatives that influence call volume forecast and resource plans
4. Play a strong support role in defining and implementing call routing strategies; monitor and report on impacts to the business such as occupancy, Abandon Rates and call delivery purity (i.e. % calls to preferred agents)
5. Ensure comprehensive plans are put in place 4-6 weeks in advance of call arrival to deliver optimal staffing (operational efficiency) based on the most accurate available forecasts.
6. Ensure intra-day performance (Calls, Customer Handling Time and Staffing) is analyzed on an interval basis throughout the day and recommendations to achieve departmental goals are provided.
7. Ensure operational leaders are managing schedule adherence, absenteeism and non-productive time effectively and highlight when trends / issues arise
8. Act as a central point of contact while dealing with system issues or outages that impact the servicing capacity / capability of any site’s operation.

Minimum Qualifications

• Advanced English, written and spoken.
• At least two years of proven leadership experience of managing global teams in a large, multi-site/multi-media call center environment
• Strong understanding of call center planning process – Forecasting, Capacity Planning, Scheduling, & Real Time Management.
• Highly developed analytical and problem-solving skills – demonstrating thought leadership
• Ability to communicate and influence people at senior levels effectively and without conflict
• Understand the key strategies of the business and translate these into day-to-day operational and production management activities
• Ability to make quick decisions about contact center dynamics with little or imprecise information and to take risks as necessary
• Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
• Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals
• Ability to work flexible hours based on business needs
• Must be open to feedback to improve own performance, and must have a strong desire to continually learn new skills
• Ability to adapt to changes in process/tasks and to work across geographic borders as part of a virtual team

Preferred Qualifications

• Experience in Project Management
• Understanding on AI & ML concepts & tools

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

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