Back

WFM forecasting & Planning Manger

Get Referred

Job Description

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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Creates strategy that help Customer Service Reps (mostly Telephone Service Center and Dispute handling) service customers efficiently.

  • Lead & manage the team involved in forecasting & planning to improve and sustain various business metrics within acceptable limits.
  • Participate in strategic planning and decision making with SLT and Operations in support of all business initiatives and projects impacting the contact centers.
  • Ensure timely & accurate creation Long Range Plans and ensure timely submissions.
  • Deliver on the Forecast Accuracy & budget targets defined for the Business including but not limited to Contacts, AHT, Shrinkage as well as Staffing Requirements.
  • Participate in monthly calls for Lead Markets with Operations, finance and marketing teams. Build and maintain relationships with leadership teams across TLS markets.
  • Collaborate with internal stakeholders like Operations, Finance, Business Transformation, Learning & Development, Recruitment and Technology to drive optimized demand forecast by incorporating inputs
  • Handle & manage delivery for ad-hoc requests/data analysis related to Forecasting & Planning
  • Dynamically adjust and support strategic changes to the business. Define mitigation plans
  • Ensure participation in the integration of global BCP plans.
  • Act as a Forecasting & Planning SME to provide guidance and support to DRs and other colleagues.
  • Conduct regular 1-2-1 with DRs and skip sessions with the extended team on a regular basis to provide coaching and seek feedback.
  • Lead & manage the team involved in forecasting & planning to improve and sustain various business metrics within acceptable limits.
  • Participate in strategic planning and decision making with SLT and Operations in support of all business initiatives and projects impacting the contact centers.
  • Ensure timely & accurate creation Long Range Plans and ensure timely submissions.
  • Deliver on the Forecast Accuracy & budget targets defined for the Business including but not limited to Contacts, AHT, Shrinkage as well as Staffing Requirements.
  • Participate in monthly calls for Lead Markets with Operations, finance and marketing teams. Build and maintain relationships with leadership teams across TLS markets.
  • Collaborate with internal stakeholders like Operations, Finance, Business Transformation, Learning & Development, Recruitment and Technology to drive optimized demand forecast by incorporating inputs
  • Handle & manage delivery for ad-hoc requests/data analysis related to Forecasting & Planning
  • Dynamically adjust and support strategic changes to the business. Define mitigation plans
  • Ensure participation in the integration of global BCP plans.
  • Act as a Forecasting & Planning SME to provide guidance and support to DRs and other colleagues.
  • Conduct regular 1-2-1 with DRs and skip sessions with the extended team on a regular basis to provide coaching and seek feedback.

Minimum Qualifications

Minimum qualifications: Graduation/Masters Bachelor's Degree or Equivalent combination of education. Statistical qualifications preferred.

Experience – Minimum 10-12 years in similar roles with minimum 6 years in Leadership role

Additionally, for Internal Candidates Minimum 18 months tenure at Band 30 or Band 35 with expertise in Forecasting & Planning discipline.American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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.


ReqID: 21009431
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 2, 2021, 11:00:42 AM