Vice President, Global Planning & Contact Optimization American Express

8.0 - 12.0 years

0 Lacs

all india, gurugram

On-site

You will be joining the Global Capacity & Contact Management (GCCM) team within the Global Strategy and Enablement (GSE) organization at American Express. As the Vice President of Global Planning & Contact Optimization, you will lead a team responsible for operational outcomes and delivering results to the Global Servicing Group (GSG) across global markets. - Provide leadership, coaching, and development to a global team focused on optimization, capacity planning, and contact management - Establish strong relationships with key business partners within GSG - Ensure delivery of GSG servicing KPIs through real-time management - Oversee schedule optimization, short-term planning, and capacity p...

Posted 6 days ago

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Manager II, Workforce Planning Expedia Group

8.0 - 12.0 years

0 Lacs

haryana

On-site

Role Overview: As a Manager II, Workforce Planning at Expedia Group, you will play a crucial role in overseeing day-to-day operations within the call centers. Your main responsibilities will include ensuring optimal staffing levels, meeting service metric goals, and driving operational efficiencies. You will be tasked with establishing policies, procedures, strategies, and tactics that align with company objectives, enhance customer satisfaction, and support business growth. Your expertise in forecasting, capacity planning, scheduling, and real-time management will be instrumental in driving efficiency, reducing costs, and improving service levels across customer support operations. Key Resp...

Posted 3 weeks ago

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Manager, Workforce Planning & Program Management Expedia Group

8.0 - 12.0 years

0 Lacs

haryana

On-site

You are being offered the opportunity to join Expedia Group as a Manager of Workforce Planning & Program Management. In this role, you will be responsible for leading real-time workforce operations and driving key WFM programs and initiatives across the contact center network. Your primary responsibilities will include overseeing real-time management, monitoring intraday service levels, responding to incidents, evaluating call routing logic, owning cross-functional WFM programs, leading staffing model development, building dashboards and trend reports, and tracking program success through defined KPIs. Additionally, you will be expected to hire, coach, and develop a high-performing team of W...

Posted 2 months ago

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Manager II, Workforce Planning Expedia Group

8.0 - 12.0 years

0 Lacs

haryana

On-site

As a Manager II, Workforce Planning at Expedia Group, you will play a crucial role in overseeing day-to-day operations within our call centers. Your responsibilities will include ensuring optimal staffing levels, meeting service metric goals, and driving operational efficiencies. You will be tasked with establishing policies, procedures, strategies, and tactics that align with company objectives, enhance customer satisfaction, and support business growth. In this role, you will lead a team of Workforce Analysts, providing guidance in hiring, training, coaching, and development. Additionally, you will serve as a subject matter expert and backup for core workforce management functions. Your ex...

Posted 4 months ago

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