American Express Recruitment Drive 2022 Hiring for Analyst. American express is conducting an off campus recruitment drive. Freshers are eligible to apply for the job role. Below are the American Express Job description, Eligibility, and details.
Company Name: American Express
Job Role: Business Analyst
Education: Bachelor’s degree
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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
- 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
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
- Drive Automation opportunities to reduce cycle time and enhance customer experience by defect elimination.
Manage & monitor available ‘day’ resources (CCP Availability to handle calls/chats) to ensure adequately deployed & multi-skilling effectively optimized
The incumbent should be Graduate with a bachelor’s degree
Analytical & Problem-solving skills
Presentation of plans to senior stakeholders
Experience in Performance Management (Preferred)
Ability to work flexible hours based on business needs
- Knowledge of Avaya CMS / Genesys and forecasting / scheduling tools
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How To Apply American Express Recruitment Drive 2022?
Eligible candidates apply for this Drive online by following the below link. All Interview details will be shared via email.
Apply for American Express Recruitment Drive 2022 Click Here
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