Business Analyst - Capacity Planning

Job description

American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.

Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.

We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.

The Business Analyst will proactively work supporting GSN to ensure maximum utilization of resources and appropriate staffing levels to achieve quality, servicing, and financial goals in a global, multi-site and multi-skilled call center environment. This position is responsible for generating, maintaining, revising, and executing the long-term and short-term volume and staffing plans. This position provides on-going analysis of staffing performance and manages the determination and implementation of additional resources/alternative plans when necessary.

Specific responsibilities include but are not limited to:

·  Developing and maintaining product and network-wide call volume and staff planning models as well as driver metrics (availability, call handle time, hiring, attrition, overtime) as throughput into the overall short-term and long-term capacity and staff planning.
·  Weekly and monthly reporting of key performance indicators such as volume forecast, hiring adherence, attrition, abandon rate performance and call handle time performance.
·  Manage data flow of multiple sources of information for integrity and accuracy into the short-term and long-term planning models.
·  Complete necessary ad hoc analysis and recommendations to meet or exceed the business goals of service, quality, customer metrics and configuration optimization.
·  Develop key metrics and improvement goals for each program in order to measure success.

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

Desired profile

Required skills:

·  Strong technical skills are required and include: Microsoft office (expert level Excel), workforce management software (preferred EWFM).
·  Experience in a fast-paced incoming call center environment with an extensive background in end-to-end workforce management and call center operations.
·  Requires strong decision-making skills and the ability to resolve complex problems independently. The candidate must possess high motivation, enthusiasm, and dedication to deliver results within strict time frames.
·  Demonstrated problem solving, quantitative analytical and logistical planning skills, with the ability to create, analyze and interpret data and trends and act upon opportunities to achieve business objectives.
·  Excellent written and oral communication skills as well as the ability to influence without direct authority through the use of data and analysis are required; must be able to communicate effectively within multiple levels within the organization. Preferred Additional:

·  Experience with data management tools (Access, SQL) desired.
·  Proven experience in successfully managing and executing multiple projects flawlessly while adhering to strict deadlines.
·  Must be a proactive, flexible self-starter, organized.

We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world's a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We're interested in where you came from, but we're even more excited about where you will go with American Express.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on ************@*******.** or 00800 83 000038 (for Russia based candidates 810 800 83 000038).