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Description

You Lead the Way. We’ve Got Your Back.

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 successful candidate is an exceptional individual with strong analytical skills and the ability to communicate effectively with local management and key stakeholders. The successful candidate will need to have strong organization skills with the ability to drive strong and consistent results.

This role will report into the Service Level Planning - Lead with accountability for the following:

• Support the contact center operations leadership in achieving organizational goals across all channels.

• Effectively manage multi-channel queues (Voice, Email, Chat), for Travel and Lifestyle services, with regards to customer experience

• Monitor “Real-Time” performance continuously, in order to meet Service Level Goals (by skill/business group) in a consistent manner.

• Track and analyze data through the use of Contact Centre tools/software.

• Recommend schedule changes to the SLP Leader based on staffing needs and changing business requirements.

• Collaborate with operations leadership to utilize shrinkage (coaching, training, meeting, planned leave, etc.) in line with plans.

• Manage, daily and intraday multi-dimensional reporting to relevant stakeholders on overall performance.

• Capture daily unplanned instances (leaves, be it sick or casual) to track trend and report to the SLP leader with relevant observations.

• Ensure accurate, “unadjusted” and up-to-date data is maintained in the WFM tool, to determine accurate intra-day performance, in turn achieve Adherence to Schedule (ATS) targets.

• Maintain FTE tracking (incoming/outgoing) in contact center tools and for weekly/monthly, FTE/Headcount reporting.

• Maintain a log of daily events that impact Contact Centre Metrics (call volume, CST, Shrinkage, etc.) to capture the “organizational memory” for future planning.

• Raise request for system access for new hires in the operations teams.

• Scribe the information relayed in the daily WFM/Ops huddles, chaired by the SLP Leaders

Qualifications:

• Positive attitude with high resilience

• Strong knowledge of MS Tools (Excel, PowerPoint)

• Experience in Contact Centre tools

• WFM (Genesys, eWFM, IEX, Blue Pumpkin, Calabrio, Teleopti)

• Telephony (Genesys, Avaya, Cisco)

• Reporting (Tableau, Microsoft BI, or other)

• Experience in performing in-depth analysis using large amounts of data and recommend solutions.

• Strong decision-making skills and the ability to resolve problems independently.

• Ability to prioritize, negotiate and influence.

• Strong communication skills, both written and verbal

• Solid organizational skills to deliver results in a timely fashion.

• Fluency in Japanese and business level of English required.

Qualifications

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.

Job: Operations

Primary Location: Japan-Tokyo-Minato-ku

Schedule Full-time

Req ID: 24002327