Forecasting and Planning Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This position will be an integral part of the Global Service Delivery (GSD) organization – The Forecasting Analyst is responsible for organizing, normalizing and analyzing historical data along with available business intelligence to produce a forecast of future monthly and daily workloads.  Specifically, responsible for long-range, intermediate, and near-term forecasts of work units and handle time for various work types, including calls, email, chat, and offline contacts across numerous contact types and lines of business.

The Forecasting and Planning team leads a multi-market, strategic planning process that drives outstanding customer service, improved profitability, and enables delivery capabilities that differentiate Amex GBT in the industry.  We are looking for experienced Call Center Forecasters and/or Planners to be a part of our global infrastructure using an innovative enterprise forecasting system supporting our end users.  This role will be responsible for the long term and short term forecasting, planning, and review coordination across diverse grouping of accounts.  The successful candidate will combine strong forecasting team with sound communication skills, while working with our global business partners. 

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 improve occupancy and statistically analyzes 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.

• Maintain advanced Forecast models using Anaplan and Excel.

What We’re Looking For:

• Strong critical thinking and the ability to work proactively and independently 2 or more years of forecasting and/or planning experience.

• Understanding of statistical time series modeling 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. Bachelor's degree or equivalent experience or 6 years related workload management experience. 

• Database management skills.

• Minimum of 2 years call centre experience and/or minimum 18 months resource planning experience.

• Good working knowledge of IEX (Verant 360), or Aspect, ability to organize set priorities and multi-task within timescales, effective management of time, good understanding of processes and structure.

• Extremely accurate in generating reports and presentation of data.

• Excellent verbal, written communication and influencing skills.

Location

Ontario, Canada

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.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!