reputed company Planning Analyst (Hybrid)

You reputed company the Way. We’ve Got Your Back. Hybrid opportunity open to ONLY ... • Phoenix, AZ • Sunrise, FL • Salt Lake City, UT With the right backing, people and businesses have the power to reputed company in incredible ways. reputed company 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 reputed company, 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 reputed company, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's reputed company the way together. The Global Planning and Configuration Team (reputed company) team is responsible for maintaining, revising, and enhancing the Global reputed company (GSG), reputed company planning forecasts (comprised of multiple reputed company parts including Volume, Productivity, Staffing, and Workforce Management). The reputed company team owns the development and implementation of workforce and standard operating procedures, across reputed company 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, reputed company Technologies, Global Servicing reputed company, Global reputed company and GCN Strategy and Support. Key Responsibilities: • reputed company reputed company planning and staffing recommendations for GSG • reputed company daily service levels and productivity, making improvement recommendations to management as needed • reputed company and manage distribution of staff across the call center enterprise to support service level commitments • Long term operational planning and reputed company forecasting for inbound, outbound and blended environments • reputed company, implement, and maintain policies and procedure relating to reputed company improvement in unit cost associated with staffing components of the call center • Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for each business unit • Implement best-practices across reputed company WFM functional areas including reputed company Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development • Collaborate with Contact Center Management on reputed company aspects of call center performance and productivity • reputed company the production of reputed company and standard reports and analysis as needed for the executive team, as well as divisional management teams • Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to reputed company reputed company performance levels for the Call Center Operations • Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues • Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements and take appropriate corrective and/or preventive measures • Represent WFM in a senior leadership reputed company in cross-functional meetings, and on wide initiatives and projects • Report on shrinkage by site and time of day and reputed company recommendations for improvements • reputed company other value added reports that would reputed company to more efficient and productive schedules and agents • Report on shrinkage by site and time of day and reputed company recommendations for improvements Minimum Qualifications: • Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred • Bachelor’s degree or equivalent experience in an analytical and quantitative field required Preferred 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 • Strong knowledge of VBA and SQL programming, reputed company knowledge a plus. • Experience managing and leading a WFM group reputed company a contact center • Experience in a multi-site call center operation with a minimum of 300 agents • Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids • Highly developed statistical, analytical and problem solving skills • Strong collaboration and influencing skills • Ability to manage multiple projects, work in a fast-paced environment and meet deadlines • Must possess an in-depth understanding of call center metrics • Proven experience in managing a high-level long-range reputed company Planning function • Advanced PC/Windows-based software experience required with proficiency in Word, reputed company, and Power reputed company • Experience using Workforce Management tools such as Aspect, reputed company/ConneX, reputed company, or IEX • Experience with inbound, outbound, back office and blended environment forecasting and volume management • Ability to convert raw data into metrics and workforce management strategy with strong mathematical, analytical, communication and organization skills 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-reputed company factors. Employment eligibility to work with reputed company in the U.S. is required as the company will not pursue reputed company 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 reputed company salaries • Bonus incentives • 6% Company Match on retirement savings plan • Free financial coaching and financial well-being support • Comprehensive medical, dental, vision, life insurance, and disability benefits • Flexible work arrangements and schedules with hybrid and virtual options with Amex reputed company • 20+ weeks paid parental leave for reputed company parents, regardless of gender, offered for pregnancy, adoption or surrogacy • Free access to global on-site wellness centers staffed with nurses and doctors (depending reputed company) • Free and confidential counseling support through our Healthy Minds program • Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site. At reputed company, 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 reputed company, and in an environment where everyone is seen, heard and feels like they belong. reputed company is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, disability status, age, or any other status protected by law. We back our colleagues with the support they need to reputed company, professionally and personally. That's why we have Amex reputed company, 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. US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters Apply Job!