At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague shares in the company’s success.

That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And, we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.

Join #TeamAmex and let’s lead the way together.

Unleash your analytical skills to define the future of how we serve our customers.

The Global Optimisation & Call Management Team (GOCM) a division of the Strategy and Support function within Global Servicing Network (GSN) are primarily responsible for ensuring that GSN Customer Service operational performance goals are met effectively and efficiently across the EMEA region.We deliver this through our expertise in Capacity Planning, Contact Strategy execution, Analytics and Project execution.

As a GOCM Analyst you will be a strong communicator with the talent to drive and advance the performance of the business.

In return you will receive personal development, recognition and a great working environment within a Global team whom are continuously developing and shaping its operational support function and are leaders of innovation. The GOCM team offers substantial training and the opportunity to gain valuable experience within Analytics, Project Management and Stakeholder Engagement.

How will you make an impact in this role?

• Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.
• Driving key metrics by making considered recommendations based on identifying and analysing data and implementing strategies.
• Reporting performance of all EMEA business units to Business Operations management team on an intra-day basis.
• Ensuring outbound contact rates are maximised by effective planning of resources and real-time monitoring.
• Facilitating & conducting daily production meetings with operational stakeholders across GSN.
• Using root cause analysis to influence planning, forecasting and resource requirements.
• Real time management of outbound dialler and the execution of daily production strategy.
• Designing, producing and implementing specialist shift patterns that acknowledge the requirements of the business.
• Ensuring all inbound service level objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network.
• Recommend schedule swaps, changes and off-phone activities based on staffing needs and changing business requirements whilst ensuring accurate tracking.

Minimum Qualifications:

• Excellent communicator with the skills and talent to build strong and positive relationships.
• Problem solver who has the ability to think fast, spot trends, generate new ideas and to deliver to tight deadlines.
• Self motivated planner and organiser with a strong work ethic and high personal standards.
• Team player, who works with others to accomplish objectives and deliver a positive result while developing and maintaining open, honest and constructive relationships.
• Aptitude for managing multiple and changing priorities efficiently and effectively.
• A minimum experience and knowledge of Service Planning criteria is highly preferred.
• Good knowledge of MS Office Suite, with strong proficiency in Excel.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com