Global Command Center Analyst

Global Command Center Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This role is within the Global Command Center team.  The responsibilities of this role will support Amex GBT leaders and clients and provide critical support as the first point of contact for BCP, information, troubleshooting and issue resolution.  The Call Center Operations is the liaison and communicator between technology and telecom and the business.

What You'll Do

• First point of Contact for the Amex GBT Global BCP, which include Telephony, Network, GBT travel tools etc.…
• Owner of sharing Business Impact Alerts communications across Globe
• Manage Voice Related SNAP tasks and tickets
• Manage assignment of Service Groups and Service Offerings in Salesforce
• Network real-time management including call flows
• Telecom troubleshooting and work closely with Global Voice team to get business requirements
• Support Business Requirement of Monthly on Call responsibilities
• As part of a global team, 24/5 shift on a rotation basis
• Support the on-going telephony migration efforts
• Manage Holiday Tables under the current Telephony solutions
• Consultative skills to support network from peers to senior management
• Support other facets of WFM wider team (especially BCP, CCRP team) wherever required
• Traveler Care support by accurately interpreting requests and completing transactions timely and accurately

What We're Looking For

• Knowledge on Cisco Contact Centre and Salesforce is an advantage.
• Ability to support and function within a high performing dynamic team is essential
• Sense of urgency; ability to recognize the importance and work required for timely resolution
• Excellent oral, written and presentation communication skills
• Excellent analytical and technical skills
• Proven ability to synthesize information and data and communicate concisely in conversations and written communications
• Advanced skills in Excel for reporting and tracking; Visio and Access knowledge is an added advantage.
• Understanding of the Amex GBT infrastructure
• Must have problem solving skills coupled with creative thinking
• Have proven strategic thought leadership to have ability to “connect the dots” and drive results, with minimal direction
• Proven relationship skills and the ability to build relationships across global markets/locations and influence through collaboration and partnership to drive results
• Strong integrity and ability to handle projects of sensitive and confidential nature
• Ability to work independently in shift

     

Location

Gurgaon, India

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!