.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.The Global Optimization & Contact Management (GOCM) team is part of the GCCM group who owns the end-to-end call center planning process starting from volume forecasting, building of capacity & hiring plans to Scheduling & performance MIS. GOCM is responsible for developing & executing short term strategy & staffing plans to drive performance of the Global Services Group (GSG) contact centers & back-office teams through resource optimization, scheduling & real time floor management. Being part of GOCM will ensure that your learning & development is a priority. You will gain knowledge and experience in running contact centers as well as opportunities to expand your network and understand the key business metrics that drive decision making.This GOCM Manager will be responsible for setting and executing on the Short-Term Planning & Real-Time Management strategy for the CEN markets across LACC region and will act as the GCCM & Operational Excellence champion in close partnership with the GOCM Senior Leadership Team, Forecasting & Capacity Planning teams. The GOCM Manager must demonstrate strong collaboration and partnership with multiple functional teams including CEN Operations Leadership, GLKM, MIS, Technology, Finance, CEG, Global Business Integration, Various Centers of Excellence and the other Planning communities across the globe.Success in the role is largely measured by on target delivery of Operational Excellence metrics (e.G. Customer Handling Time), Schedule & Operational Effectiveness, Abandon Rate Consistency, Availability/Shrinkage Optimization, Contribution to operational engineering targets and customer satisfaction targets both internal to GOCM and external for our customers & merchants.Principal Accountabilities and Key DeliverablesManage, coach and develop a team of GOCM Team leaders & analysts to exceed departmental goals