Maintain key daily/monthly reporting of performance and deliver ad-hoc analyses
. Manage call volume, including forecasting, training, and expenses
. Provide updates to business partners
. Be an ongoing advocate of the customer
This role is primarily focused on relationships and the service delivery frontline talent, therefore he/she must be have a passion for the customer and the American Express Brand. 3 years of experience in a leadership position in a call center environment and/or managing third-party call center partners
. Experience working on programs supporting calls from around the globe with flexibility in working hours
. Demonstrated ability to work independently, drive results and introduce and gain alignment on process improvement strategies across multiple stakeholders
. Proven success in driving results in a call center environment
. Requires excellent communication, influencing and presentation skills
. Experience working virtually in a matrixed environment and aligning potentially conflicting goals/priorities
. Strong analytical background with a focus on innovation/change management
. Proficiency in Microsoft Office ( Word, Excel, Powerpoint). Technical acumen with online or POS issues a plus
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