Forecast and Planning Analyst

About this role

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Skills you'll use

What you'll do

• Creates and maintains strong linkages with internal business partners. Produces Short Term and long-Term forecasts using econometric data, adjusting for seasonality and variance.
• Maintains and modifies call center forecasting models. Recommends operational processes that maximize occupancy and statistically analyses the impact of process improvement efforts on the business.
• Leads the staff plan review process with operations making recommendations on staffing utilization. Organize and lead discussions related to the assigned portfolio of business.
• Using historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT . Generate accurate long-range (4-18 months) projections.
• Generate Daily short-range (4 weeks) projections. Present forecast results in a clear, concise, and useful way
• Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity. Partner with Customer Service support teams to support process improvement initiatives.
• Ensures cohesion between period and weekly level forecast and the short range daily and interval level forecasts. Provide weekly and period level forecast and staff requirements to outsource partners. Maintain advanced Forecast models using Anaplan and Excel.

Who can apply

• Strong strategic thinking and the ability to work proactively and independently two or more years of forecasting and/or planning experience. Understanding of statistical time series modelling techniques and ability to apply theoretical techniques to real world issues.
• Strong oral and written communication skills and be able to build and maintain effective collaborative relationships. Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
• Degree in Statistics, Industrial Engineering, Engineering, or related technical fields are preferred. Database management skills.
• Four-year college degree or equivalent.
• Minimum of 2 years call center experience and/or minimum 18 months resource planning experience. Strong strategic thinking and the ability to work proactively and lead teams.
• Bachelor's degree or 6 years related workload management experience. Degree in Statistics, Economics, or related field is preferred. Good working knowledge of IEX (Verant 360), or Aspect, ability to organize set priorities and multi-task within timescales, effective management of time, project management experience and good understanding of processes and structure.
• The #TeamGBT Experience
• Work and life: Find your happy medium at Amex GBT.
• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

About Amex GBT

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