Apprentice at American Express Company South Africa

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical, Problem-solving, Attention To Detail, Communication, Collaboration, Microsoft Excel, PowerPoint, Forecasting, Capacity Planning, Performance Management, Scheduling, Risk Management

Industry

Financial Services

Description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. How will you make an impact in this role? Overview of the Business: The Global Services Group (GSG) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world’s most respected service brand. As part of GSG, the Global Support, Enablement and Control (GSEC) team is responsible for process design & engineering, capacity management, governance, analytics, value generation and learning across GSG. The team is accountable for providing unwavering support to all our Customer Care Professionals and Specialists who serve our customers globally every day. GSEC is also responsible for the Enterprise Complaint Center of Excellence chartered with ensuring American Express has a robust complaints management program. The position is in Global Contact and Capacity Management (GCCM). GCCM is responsible for all call volume forecasting, capacity/staff planning, operational expense management, configuration, and real time performance management & monitoring for GSG across various markets globally. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek call volume distributions for all markets and lines of business. As a part of the team, you will be responsible for the following: Intra-day call type/segment performance management. Shrinkage / off the phone activities management, Intraday Schedules management and recommend schedule changes basis business requirement. Execution of Service Code Alert strategies. Centralized contact for operations leaders for real time business performance management. Work with Short Term Forecasting Team in GCCM for Intra Day Performance (IDP) & Staffing outlook. Communicate systems, voice response & telecommunication issues to the relevant teams. Proactively identify process improvement opportunities. Maintain strong relationships with the operation’s leaders to improve overall understanding and awareness of daily/weekly business impacts. Shift Rotations: 24 *7 Minimum Qualifications Bachelor’s degree Strong analytical, problem-solving, and attention-to-detail capabilities. Excellent communication and collaboration skills. Proficiency in Microsoft Excel and PowerPoint for data and reporting tasks. This is a 6-month contractual role Behavioral Skills/Capabilities: Delivers high quality work with direction and oversight Understands work goals and seeks to understand its importance to the Business Feels comfortable taking decisions/ calculated risks based on facts and intuition Flexible to quickly adjust around shifting priorities, multiple demands, ambiguity, and rapid change Maintains a positive attitude when presented with a barrier Demonstrated ability to challenge the status quo & build consensus Effective team player with a high level of integrity 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: • Cab facility • Free meals • Flexible working model with hybrid arrangement • Training and development opportunities American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. Offer of contractual employment as an Apprentice with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. Apprentices will be required to abide by Blue Box values and always maintain Code of Conduct.Feel free to reach out with any questions! We look forward to meeting you in person.

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Responsibilities

Responsibilities include managing intra-day performance across call types/segments, overseeing shrinkage and off-the-phone activities, and executing real-time schedule adjustments based on business needs. The role also involves acting as a centralized contact for operations leaders regarding real-time business performance.