.**You Lead the Way. We've Got Your Back.**With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.**How will you make an impact in this role?**Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.**Responsibilities**:- Work as part of a team focused on executing the workforce optimization plan (pre-planning) and real time management strategies- Ensuring all inbound and/or outbound service level objectives are being achieved: monitoring call volumes & queues based on real time call arrival and real time staffing levels across the network.- Act as a key communication contact for leadership within the day.- Monitor and report on intraday performance mitigating risk.- Manage on the day shrinkage ensuring accurate and up-to-date data is maintained within the WFM system.- Provide insights based on daily performance to drive/modify execution plans.- Support severity 1/2 system outages to drive resolution and minimize impairment.**Minimum Qualifications**- Monitor and report on impacts to the business such as occupancy, average speed of answer and abandon call rates.- Review the prior day's performance against forecast analyzing issues and impacts to key performance indicators.- Ensure real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on an interval basis throughout the day and share recommendations to achieve departmental goals.- Manage & monitor available resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized.- Negotiate with Operations Leaders and Business Partners regarding scheduling of activities in order to ensure the operation is adequately staffed at all times to service customers.- Approve and schedule CCPs' out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.G. Coaching, Meetings, Training etc.)