PROJECT ANALYST I - AMERICAN EXPRESS

Responsibilities The Capacity and Resource Management Analyst will have Project Management and reporting responsibilities. The roles will involve project managing the implementation of enhancements to Call-Centre-Management tools and processes across Europe. This will involve ownership of all project deliverables, project documentation and project planning throughout the full project cycle. The roles will involve coordination and managing relationships in a multi-cultural pan-European environment.
Additionally, the roles will be responsible for delivering quality and timely performance reporting & analysis/recommendations to the EMEA Business Travel leadership team. The candidate will have experience identifying call center key performance indicators (KPIs) in order to collect and review performance data, analyze data to identify performance trends, and present results in MS Excel, and/or MS Word, and/or Visio format. Candidate must be able to monitor our database systems data and create/improve our reporting capabilities and drive trending analysis by identifying trends in the data collected and ensure they are automated. The candidate will need to create, maintain and populate MS Access databases and Excel spreadsheets by importing data from various sources, creating and running queries, and designing reports in MS Access.
Required Qualifications Experience of successfully managing projects or discrete sections of large projects. Able to present reports, explain trends and suggest ideas to management and peers, and drive ideas toward implementation. Candidate must be able to influence without authority in a pan-European multi-cultural environment and have accuracy and attention to detail. Demonstrates teamwork skills and self initiative. Must be proficient in MS Excel and MS Access. Excellent written & verbal communication skills and have the ability to translate business requirements into communication documents.

Desired :
Call Center experience. Research methods, approaches to improve data collection, analysis, and reporting are needed. Strong analytical skills; data analysis techniques and problem solving. MS Project, VBA for MS Access and for MS Excel. Ability to work well in a fast-paced, high-pressure environment. Travel background preferred. Relational Database knowledge/experience preferred.