Forecasting Planning Manager

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.

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What You’ll Do on a Typical Day:

• WFM liaison for multiple Directors and VPs, attending VP/Director team meetings, presenting capacity gaps and opportunities, as well as communicating strategy pertaining to initiatives that involve WFM consultation.
• Liaison/Consultant to multiple departments for all items pertaining to WFM and scheduling for company initiatives success
• Operations/Telecom/ClientManagement/Implementations/Reporting/L&D/Re-engineering
• Lead/Recruit/Develop a virtual team of specialists to maintain healthy workforce planning processes across all sites
• Partner with and establish effective working relationships with the Senior Operations Team
• Administration of communication to and from Operations and other support departments
• Ability to work in a highly complex, challenging and constantly evolving environment
• Provide constant reviews / updates and feedback on areas of potential risks and opportunities to identify these risk elements to operations / stakeholders and take appropriate corrective and/or mitigation measures

What We’re Looking For:

• Managing initiatives aligned to the Workforce Management defined Road Map
• Work with operations / training and scheduling to coordinate multi-skill training for existing agents identified as opportunity for performance improvement
• Champion Best Practise share across function(s) / and regions
• Assess impacts of Force Majeure events business activity (e.g. inclement weather, strike, abnormal events) that may have direct impact on the contact centre and plan for resource requirements
• Responsible for maximising efficiency and occupancy while meeting service objectives
• Effective team management including recruitment and development of all direct reports undertaking performance management and performance appraisals
• Work with the Forecasting team to create long term capacity plan
• Review work volume and staffing forecasts on a daily, weekly, monthly, quarterly and annual basis for workgroups and comparative data on results vs. forecasts, identify opportunities for improvement and recommend solutions
• Conduct and deliver root cause analysis on servicing or productivity issues as & when required by client. Recommend/lead process improvement for staffing, routing, and resource allocation
• Create reports on historical data and forecasting results from applicable systems.

Location

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 more.

• 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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• 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.

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 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!