American Express Sr. Operations Analyst - Short Range Forecaster - TLS US Workforce Management in Santa Fe, New Mexico
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At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
The incumbent will be responsible for developing and maintaining the ongoing contact center short term plan for both U.S. & Manila online and offline contacts. The plan will be maintained for 2 months into the future, based on Cardmember behavior and market conditions etc.. This position not only develops the plan but consults with both WFM and Operations Management to make fact-based decisions.
Develops 2 month forecast models, performs current and historical trending performance analysis to identify areas of opportunity and make strategic recommendations
Creates daily, weekly interval call volume projections and staffing requirements.
Performs staffing analysis and develops employee schedules to meet the needs of the business and ensure a schedule efficiency of 85% and higher.
Collaboration and strategy development with Operational Leadership and within the WFM Team for projection refinement and execution.
Maximize the forecast by utilizing the forecasting tools available (ie...Genesys)
Compare results to forecast and identify opportunities for improvement.
Analytical support for adhoc business initiatives as needed
Lead efforts to execute changes towards optimizing staffing requirements and service levels and average speed of answer.
Presents the plan on an ongoing basis within WFM Team as well as the Senior Leadership Team.
Minimum 2 years of Business Planning/Strategy roles supporting large organization is required.
Capacity Planning experience is preferred
Knowledge and experience with workforce management software (Genesys Preferred)
Strategic mindset and highly analytical thinker with sound business judgement.
Ability to demonstrate flexibility and resilience in the face of changing business requirement
Good working interpersonal and negotiation skills and the ability to communicate at all levels.
Demonstrated ability to create and deliver presentations.
Strong team player with a high level of integrity
Proven PC skills (Microsoft Office including Excel, PowerPoint and Word)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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Primary Location: United States
Other Locations: US-Florida-Sunrise, US-Arizona-Phoenix
Req ID: 22026501
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