Capacity Planning Analyst (Hybrid)

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

Hybrid opportunity open to ONLY :

• Phoenix, AZ
• Salt Lake City, UT
• Sunrise, FL

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.

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

The GPAC team owns the development and implementation of workforce and standard operating procedures, across all GSG 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, Global Talent Acquisition and GCN Strategy and Support.

Key Responsibilities:

• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations
• Report on shrinkage by site and time of day and make recommendations for improvements
• Collaborate with Contact Center Management on all aspects of call center performance and productivity
• Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements and take appropriate corrective and/or preventive measures
• Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the call center
• Report on shrinkage by site and time of day and make recommendations for improvements
• 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
• Oversee the production of ad-hoc and standard reports and analysis as needed for the executive team, as well as divisional management teams
• Long term operational planning and capacity forecasting for inbound, outbound and blended environments
• Represent WFM in a senior leadership capacity in cross-functional meetings, and on wide initiatives and projects
• Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues
• Develop other value added reports that would lead to more efficient and productive schedules and agents
• 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
• Oversee capacity planning and staffing recommendations for GSG

Minimum Qualifications:

• Bachelor’s degree or equivalent experience in an analytical and quantitative field required
• Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred

Preferred Qualifications:

• Highly developed statistical, analytical and problem solving skills
• Must possess an in-depth understanding of call center metrics
• Strong knowledge of VBA and SQL programming, SAS knowledge a plus.
• Ability to convert raw data into metrics and workforce management strategy with strong mathematical, analytical, communication and organization skills
• 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
• Strong collaboration and influencing skills
• Ability to manage multiple projects, work in a fast-paced environment and meet deadlines
• 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
• Experience using Workforce Management tools such as Aspect, Genesys/ConneX, Verint, or IEX
• Experience with inbound, outbound, back office and blended environment forecasting and volume management
• Advanced PC/Windows-based software experience required with proficiency in Word, Excel, and Power Point
• Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids
• Proven experience in managing a high-level long-range Capacity Planning function

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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

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
• Free financial coaching and financial well-being support
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Career development and training opportunities
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Free and confidential counseling support through our Healthy Minds program

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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