**Description** **You Lead the Way. We’ve Got Your Back.** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** The Global Planning and Contact Optimization Team (GPCO) is primarily responsible for ensuring that workforce planning and operational performance goals are met effectively and efficiently across LAC. This role provides support to the payroll processes for LAC Markets and Real time support to operations. GPCO Real Time Analyst must demonstrate integrity, Blue Box values, strong collaboration and partnership with multiple functional teams including Contact Centre Leadership, Incentive, Compensation and Benefits HR team, Technology, Finance, Human Resources, Learning and various Centers of Excellence and the other Planning communities across the globe. Additional to be responsible to assure the execution and the creation of the short term planned activities for the units we support, and monitoring in real time the day assignations for the agents taking into consideration the key metrics of the call center. **Responsibilities:** * Highly numerate skills, strength in accuracy & attention to detail in a high output & speed environment * Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint, Word. WFM Genesys, Big data Analysis desirable. * Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals * Ability to successfully balance high workload demands, quality and performance on a consistent basis * Ability to make quick decisions with little or imprecise information and to take risks as necessary. * Excellent written and verbal communication skills in local market language and English * Ability to work flexible hours based on business needs required. **Hybrid only** * Ability to manage multiple tasks and changing demands with minimum supervision. * Teamwork collaboration * Assertive communication. **Qualifications** We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + Competitive base salaries + Bonus incentives + Support for financial-well-being and retirement + Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + Generous paid parental leave policies (depending on your location) + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. **Job:** Administration **Primary Location:** Mexico-Mexico City-Mexico City **Schedule** Full-time **Req ID:** 25011545