上海招聘

Service Level Planning Analyst, China

Description

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Global Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure or business travel, as well as a variety of lifestyle services. 

For the past few years, the TLS business has been on a path to build increasingly global experiences for our Card Members, while allowing us internally to identify opportunities for greater efficiency, best-practice and innovation across the network. A key next step in the journey is to transform the organizational structure of the team to better align with its strategic priorities of providing consistent, proactive and actionable support to TLS Market Operations Teams as key partners, optimizing our workforce resources to balance between the pillars of Customer, Shareholder & Employee. 

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

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

• Support the contact centre leadership in achieving organisational goals across all channels.
• Effectively manage phone queues, for CHN Amex Travel and Lifestyle, to achieve its strategic objectives with regard to customer experience.
• Monitor “Real-Time” performance continuously in order to deliver Lost Call Rate consistency [by skill/business group].
• Manage resource availability to ensure adequate staffing.
• Track and analyse data through the use of WFM software.
• Publish frequency-based performance reporting with ‘Impact & Root cause Analysis’.
• Recommend schedule changes based on staffing needs and changing business requirements
• Collaborate with Operations to determine in office shrinkage (coaching, training, meeting, etc.) needs and plan accordingly.
• Ensure comprehensive plans are put in place at least 30 days in advance to deliver optimal staffing (operational efficiency) based on the most accurate available re-forecasts.
• Ensure plans are refined daily, throughout the 30 days to production to increase re-forecast accuracy, operational efficiency and Lost call rate consistency. 
• Ensure accurate, “unadjusted” and up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets.
• Maintain a log of daily events that impact call volume or CST in eWFM journals in order to capture the “organisational memory” for future planning.

This role may be subject to additional background checks

Qualifications

 

• Ability to perform in-depth analysis using large amounts of data, and recommend solutions 
• Strong decision-making skills and the ability to resolve problems independently 
• Experience in a workforce planning software (ideally eWFM, IEX TotalView or Genesys) 
• A creative and pro-active approach 
• Strong communication skills, both written and verbal 
• Ability to prioritise, negotiate and influence 
• Solid organisational skills to deliver results in a timely fashion 
• High mathematical acumen; solid knowledge of Excel 
• Positive attitude with high resilience.

美国运通公司（American Express）是一家综合性财务、金融投资及信息处理的环球公司，创立于1850年，总部设在美国纽约。美国运通主要提供高品质的信用卡及签帐卡、旅行支票、旅游、财务策划、投资产品、保险及国际银行服务等。
作为全球***的独立信用卡公司，运通公司旗下的运通卡知名度***，自1958年首次发行，以不预设消费限额及提供高水准服务而享有很高声誉，为千百万美国运通卡会员及全球绝大多数跨国公司采用。
美国运通会员可专享各种购物折扣及优惠，旅行服务，机票及饭店预订，商务服务，保险等服务等，全球通用。
美国运通国际股份有限公司1916年就曾在上海、天津和香港开设办事处，1979年重返中国，在北京等地开设了四个代表处，是最早进入中国的国际卡组织。