American Express

Capacity Planning Analyst

Posted On

Sept. 10, 2024

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

Oct. 6, 2024

Job Description

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

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Function Description:

The Global Planning, Continuity and Configuration Team (GPCC) team is responsible for maintaining, revising, and enhancing Global Servicing Group (GSG), GCRO and TLS capacity planning forecasts (comprised of multiple complex parts including Volume, Productivity, Staffing, and Workforce Management).

The GPCC 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 Operations teams, American Express Technologies, Global Learning & Knowledge Management, GCN Strategy and Support.

Responsibilities:

This role requires an individual to oversee capacity planning and staffing recommendations for GSG.
Develop and manage distribution of staff across the call center enterprise to support service level commitments
Analyze current planning structure within GCCM and seek to standardize, scale-up and globalize it through automation and self-service functionalities.
Oversee the production of ad-hoc and standard reports and analysis as needed for the executive team, as well as divisional management teams
Perform deep dive analyses and provide recommendations/insights to senior leadership.
Provide proactive feedback to increase efficiencies and processes in the planning and analytics ecosystem.
Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the contact 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.
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 operations’ designated targets/goals at a monthly, weekly, daily, and intraday level for multiple queues.

Required Skills & Qualifications:

Advanced knowledge of call center systems, processes, staffing models, call routing, forecasting and resource planning tools is required
Well versed in Workforce management tool required, Call Center Management experience and process improvement discipline
Excellent communication & collaboration skills; ability to build relationships, influence decisions, and to inspire matrixed, cross-functional teams to deliver on shared objectives.
Strong attention to detail and accuracy of data.
Confidence in decision-making in complex & ambiguous situations; comfortable troubleshooting and aligning conflicting interests in a professional, outcome-focused manner.
Strong desire to learn and develop both technical and management skills.

Desirable Skills & Qualifications:

At least 4 years of experience in capacity planning/WFM reporting/business analysis.
Experience in process optimisation in a data driven environment.
Advanced Excel knowledge.
Tableau experience.
SQL and/or Python experience.
Understanding of Cornerstone and Amex data environment.

Enterprise Leadership Behaviors

Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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