American Express Careers

Manager, Workforce Planning

Sunrise, Florida
Consulting Operations

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Job Description

The Manager, Workforce Planning sits within the Global Capacity and Contact Manage team, this incumbent will be responsible for the overall management and direction of US Capacity Planning Team. The Manager will be responsible to ensure customer and shareholder goals are met by leading the Capacity Planning functions for the US region. The Manager will be expected to provide advice to management, call center leaders and business developers on the most efficient and cost effective strategies to deliver on service level agreement and lead the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s).


  • Support and create Capacity plan and workforce strategic planning, budgeting, forecasting and scheduling for the US Network 
  • Drive Forecast Accuracy at the regional, market, site and skill group levels
  • Produce a capacity plan that will deliver on SLA’s at the most efficient cost
  • Partner with the Global Call Delivery team to ensure proper call routing is in place to meet the business SLA
  • Lead Capacity Planning meetings with the market leadership teams
  • Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics. This includes, but is not limited to, call center volumes, FTE, schedule adherence and service level achievement
  • Coach, mentor, and lead a team of Analysts that will directly report to this position
  • Identify and research service level risks for problem resolution and management notification
  • Manage staffing ratios and seat utilization/optimization to ensure call center goals are met
  • Ensure team accurately tracks KPI metrics for trend analysis
  • Interface with Market and Regional leadership teams



  • Workforce management experience required
  • Expert knowledge and understanding of workforce planning programs and principles
  • Workforce planning process required
  • Strong understanding of strategic planning process and life cycle
  • Expert knowledge and use of MS Office
  • Excellent leadership skills with ability to coach and develop a high performing team through organizational leadership
  • Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives
  • Strong analytical abilities to provide strategies based on historical and current data
  • Proven ability to work with senior management teams to ensure clear goals regarding service level agreements
  • Possess the professional experience and aptitude to address escalated issues with a positive outcome
  • Must have strong technical, project management, and process improvement skills
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities
  • Superior written and verbal communication skills
  • Bachelor’s Degree in Business or other related field preferred

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

ReqID: 18011312
Schedule (Full-Time/Part-Time): Full-time
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