Capacity Planning Analyst

American Express Sunrise , FL 33304

Posted 4 weeks ago

You Lead the Way. We've Got Your Back.

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.

Function Description:

  • The Global Contact and Capacity Management Team (GCCM) team is responsible for maintaining, revising, and enhancing Global Servicing Network (GSN), Credit, Fraud, New Accounts, Underwriting and Merchant Risk capacity planning forecasts (comprised of multiple complex parts including Volume, Productivity, Staffing, and Workforce Management).

  • The GCCM team owns the development and implementation of workforce and standard operating procedures, across all GSN call center locations while supporting consistency and alignment of floor management standard operating procedures across the network. This team partners across the enterprise including working closely with: Global Operation teams, American Express Technologies, Global Servicing Learning Network, GCN Strategy and Support.

Responsibilities:

  • Oversee capacity planning and staffing recommendations for GSG

  • Oversee daily service levels and productivity, making improvement recommendations to management as needed

  • Develop and manage distribution of staff across the call center enterprise to support service level commitments including management of the network shift bidding process

  • Long term operational planning and capacity forecasting for inbound, outbound and blended environments

  • Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the call center

  • Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for each business unit

  • Implement best-practices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development

  • Collaborate with Contact Center Management on all aspects of call center performance and productivity

  • Oversee the production of ad-hoc and standard reports and analysis as needed for the executive team, as well as divisional management teams

  • Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations

  • Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues

  • Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements and take appropriate corrective and/or preventive measures

  • Represent WFM in a senior leadership capacity in cross-functional meetings, and on wide initiatives and projects

  • Report on shrinkage by site and time of day and make recommendations for improvements

  • Develop other value added reports that would lead to more efficient and productive schedules and agents

  • Report on shrinkage by site and time of day and make recommendations for improvements

  • Bachelor's Degree or 2 years of work experience.

  • Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred

  • Strong knowledge of VBA and SQL programming, SAS knowledge a plus.

  • Experience managing and leading a WFM group within a contact center

  • Experience in a multi-site call center operation with a minimum of 300 agents

  • Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids

  • Highly developed statistical, analytical and problem solving skills

  • Strong collaboration and influencing skills

  • Ability to manage multiple projects, work in a fast-paced environment and meet deadlines

  • Proven experience in managing a high-level long-range Capacity Planning function

  • Experience using Workforce Management tools such as Aspect, Genesys/ConneX, Verint, or IEX

  • Experience with inbound, outbound and blended environment forecasting and volume management

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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Capacity Planning Analyst

American Express