Senior Analyst leading scientific projects in Value and Access and Evidence Development teams. Building client relationships and overseeing junior team members in a hybrid working environment.
AT
Onsite Forecasting and Planning Analyst
Posted 4 days ago
About the role
- Forecasting and Planning Analyst for Amex GBT, responsible for long-term and short-term forecasting and planning. Leveraging econometric data to enhance staffing and operational processes across accounts.
Responsibilities
- 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
- Statistically analyzes the impact of process improvement efforts on the business
- Leads the staff plan review process with operations
- Makes recommendations on staffing utilization
- Organizes and leads discussions related to assigned portfolio of business
- Forecasts daily, weekly, and period-level contact volume and AHT using historical data
- Generates daily short-range and long-range projections
- Presents forecast results in a clear and useful way
- Assists business partners with analysis and interpretation of WFM forecasting data and makes recommendations for changes to optimize productivity
- Partners with Customer Service support teams for process improvement initiatives
- Ensures cohesion between period and weekly level forecasts and short-range daily forecasts
- Maintains advanced Forecast models using Anaplan and Excel
Requirements
- 2+ years of forecasting and/or planning experience
- Understanding of statistical time series modeling techniques
- Strong oral and written communication skills
- Ability to build and maintain effective collaborative relationships
- Understanding of forecasting intricacies and how to build a robust plan
- A degree in Statistics, Industrial Engineering, Engineering, or related technical fields is preferred
- Bachelor's degree or equivalent experience, or 6 years of related workload management experience
- Database management skills
- Minimum of 2 years call center experience and/or minimum 18 months resource planning experience
- Good working knowledge of IEX or Verant 360, or Aspect
- Ability to organize, set priorities and multi-task within timelines
Benefits
- Flexible benefits tailored to each country starting the day you do
- Health and welfare insurance plans
- Retirement programs
- Parental leave
- Adoption assistance
- Wellbeing resources to support you and your immediate family
- Travel perks with deals from major travel providers on flights, hotels, cruises, and car rentals
- Access to over 20,000 courses on the learning platform for skill development
Job title
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