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As a Global Planning & Forecasting Analyst, you will own the demand forecasting, capacity and staff planning for multiple clients and points of sale across both our own contact centres, and for our outsourced vendor partners. Additional responsibilities include accurate interval call and AHT forecasting, and the scheduling, vacation administration and shift bidding functions.

Please note: This role will be supporting the Americas team therefore the working hours will be 12pm-8pm.

What you'll be doing:

Partner with Global Customer Service leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact centre resource plans

Ensure consistent processes for managing staffing requirements for both partner and proprietary contact centre

Own the process for accurately procuring hours based on contract guidelines

Lead the Demand Forecast and Staff Plan process and ensure alignment with the outsource partners contracts with regard to monthly and weekly changes in procured productive hours

FTE estimates, productive hours and scheduled hours inputs to Financial Plans

Capacity planning inputs and updates

FTE estimates and hiring plans for internal centres and outsource partners

Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams

Creating daily/weekly/monthly call centre forecasts using Aspect Workforce Management

Tracking and analysing ½ hourly/daily call arrival and AHT patterns to ensure agent schedules are optimized to achieve ½ hourly service level goals

Providing ½ hourly staffing requirements to ensure that staffing is optimized to meet the best call volume patterns and improve schedule optimization

Ensure consistent process for holding outsource partners accountable to their agreed staffing requirements and facilitate weekly outsourced vendor workforce calls to ensure consistent alignment with staffing requirements

Liaise with Partner Operations to ensure all contractual guidelines are followed and that the outsource partners are on track to meet Productive hours forecast and the AHT is trending according to plan

Partners with Finance to ensure consistency of inputs into the financial plans that are approved with each new forecast

Provide financial estimates for contact centre staffing expenses. Monitor these expenses versus budget and partner with Finance to report and approve variances
 

What we need from you:

Significant experience in workforce management (Multi-Channel Forecasting, Capacity and Staff Planning) in a contact centre environment

Have specific forecasting experience, understanding the different forecasting techniques, both internally as well as experience of working with and forecasting for outsourced / offshore vendors

Experienced in using workforce management systems, preferably NICE IEX 7.5.1 or higher, to accurately forecast call pattern and schedule agents

Ideally you will also have used Avaya CMS (17.0 or higher) though this is not a pre-requisite

Excellent verbal and written communication, with the ability to present and gain consensus with a large group (directors and above)

Willingness to travel nationally and internationally if required

You are a sharp, fast learner with a technical curiosity and enjoy working in a dynamic and multi-cultural environment

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!

This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.

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!