Date Posted
07-Jul-2026
Location
Haryana (HR), 1
Job Type
Full Time
Company
Huntsman
Description
Job Title: Real-Time Analyst
Location: Gurugram, Haryana
Job Type: Full-time
About American Express
At American Express, we believe that with the right backing, people and businesses can progress in incredible ways. By joining Team Amex, you become part of a global and diverse community dedicated to supporting customers, communities, and each other.
We empower our colleagues by offering a unique and meaningful career journey with benefits, programs, and flexibility to support personal and professional growth. You’ll be recognized for your contributions, leadership, and impact—working together to deliver the world’s best customer experience with integrity and inclusivity.
Join Team Amex and let's lead the way together.
About the Business Unit
The Global Services Group (GSG) is comprised of several interconnected business units that provide service on a global scale, helping American Express achieve its vision of being the world’s most respected service brand.
The Global Servicing Enablement (GSE) team, part of GSG, is responsible for process design & engineering, capacity management, governance, analytics, value generation, and learning. It supports our Customer Care Professionals and Specialists who serve our customers worldwide.
This role is part of the Global Contact and Capacity Management (GCCM) team, which manages call volume forecasting, staff planning, operational expense management, and real-time performance monitoring for GSG across global markets.
Role Overview: Real-Time Analyst
As a Real-Time Analyst, you will be responsible for managing intra-day performance, optimizing staff schedules, and providing real-time business performance insights. You will work closely with Operations Leaders and Short-Term Forecasting Teams to ensure efficient workforce management and service delivery.
Key Responsibilities
✅ Real-Time Performance Management
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Monitor intra-day call type/segment performance.
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Manage shrinkage and off-phone activities, adjusting schedules to meet business needs.
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Execute Service Code Alert strategies to maintain operational efficiency.
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Collaborate with Short-Term Forecasting Teams for intra-day performance and staffing outlooks.
✅ Operational Oversight
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Act as the central point of contact for operations leaders regarding real-time performance management.
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Communicate system, voice response, and telecommunication issues to appropriate teams.
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Identify and implement process improvement opportunities.
✅ Collaboration & Reporting
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Maintain strong relationships with Operations Leaders to improve awareness of business impacts.
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Provide regular reports and insights on performance trends and operational efficiency.
✅ Flexibility & Support
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Manage 24/7 shift rotations to ensure seamless coverage and support.
Critical Factors to Success
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Accuracy & Timeliness: Deliver real-time insights with precision and within set deadlines.
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Decision-Making: Make informed decisions quickly based on data and business needs.
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Adaptability: Thrive in a dynamic environment with shifting priorities and multiple demands.
Minimum Qualifications
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Bachelor’s degree in Economics, Mathematics, Statistics, Data Analytics, or a related field.
Preferred Qualifications
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Experience:
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2+ years of experience in Workforce Real-Time Management, Operations, or MIS Analytics.
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Technical Skills:
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Proficiency in Workforce Management Tools such as Avaya, eWFM, Genesys/ConneX.
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Advanced knowledge of Microsoft Office, especially Excel and PowerPoint.
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Ability to handle large datasets and program using SAS, SQL, Python, or Hive Query Language (HQL).
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Knowledge of machine learning and experience with Big Data Platforms (e.g., Cornerstone) and data visualization tools (e.g., Tableau) is a plus.
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Communication & Collaboration:
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Strong written and verbal communication skills, including the ability to present to senior audiences.
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Proven ability to manage multiple priorities and deliver results effectively.
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Ability to work in a matrixed environment and build strong relationships across teams.
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Behavioral Skills & Capabilities
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Integrity: Demonstrate high levels of ethics and professionalism.
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Problem-Solving: Challenge the status quo and offer innovative solutions.
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Teamwork: Be an effective team player and collaborate seamlessly across functions.
Why Join American Express?
We prioritize your physical, financial, and mental well-being through comprehensive benefits and programs:
???? Compensation & Incentives
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Competitive base salaries and bonus incentives.
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Support for financial well-being and retirement planning.
???? Health & Wellness
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Comprehensive medical, dental, vision, life insurance, and disability benefits (location-dependent).
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Free access to on-site wellness centers staffed by nurses and doctors (location-dependent).
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Confidential counseling support through the Healthy Minds program.
???????????????? Work-Life Balance
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Flexible working models: hybrid, onsite, or virtual (depending on business needs).
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Generous paid parental leave (location-dependent).
???? Career Development
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Access to training programs and career growth opportunities.
Diversity & Equal Opportunity
American Express is an equal opportunity employer. We make employment decisions without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, disability, age, or any other protected status.
Employment is conditioned upon successful completion of a background verification check, subject to applicable laws and regulations.
???? Join Team Amex—Apply today and help us shape the future of real-time performance management!
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