American Express Careers

Workforce Optimisation Analyst

Brighton, United Kingdom
Consulting Operations

Apply Get Referred

Job Description

Do the right thing for our customers, our company and your career.


The Global Optimization & Call Management Team (GOCM) a division of the Strategy and Support function within Global Servicing Network (GSG) are primarily responsible for ensuring that GSG operational performance goals are met effectively and efficiently across the EMEA region.

We deliver this through our expertise in Capacity Planning, Contact Strategy execution, Analytics and Project execution.


As a WFO Analyst you will be a strong communicator with the talent to drive and advance the performance of the business. The successful candidate will have a strong Contact Centre Planning background and will be used to working with WFM systems to support a multi-department/site contact centre environment.


In return you will receive personal development, recognition and a great working environment within a Global team whom are continuously developing and shaping its operational support function and are leaders of innovation.


  • The GOCM team offers substantial training and the opportunity to gain valuable experience within Capacity Management, Forecasting, Analytics, Project Management and Stakeholder Engagement.

  • Responsibilities include

  • Developing and leveraging close relationships with business partners to enable successful delivery on operational goals.

  • Driving key metrics by making considered recommendations based on identifying and analyzing data and implementing strategies.

  • Planning staffing availability to capacity requirements & business KPI’s and translating to the creation of optimal schedules on a daily, weekly & monthly basis.

  • Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans – model and coordinate with the operation to ensure business objectives and customer satisfaction is achieved.

  • Extract call volume forecasts on a daily, weekly & monthly basis and using root cause analysis to influence planning, forecasting and resource requirements.

  • Working collaboratively with colleagues across the business at all levels to ensure the service operates successfully for their customers.

  • Taking ownership for team performance and driving through actions in order to maintain, streamline, and improve service.

  • Using established resource planning techniques assisting Leaders to make informed strategic decisions with regards deployment of resources within their departments – Daily, Weekly & Monthly basis.

  • Maintain & ensure workforce management application is used in the most effective way to minimize effort and maximize efficiency.

  • Using root cause analysis to influence planning, forecasting and resource requirements.

  • Recommend schedule swaps, changes and off-phone activities based on staffing needs and changing business requirements whilst ensuring accurate tracking.


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


Required skills:

  • Experience of operating within a Resource Planning team within a multi-media Contact Centre.

  • Experience in using WFM systems for scheduling and forecasting – Genesys & Aspect specifically.

  • Exceptional numerical reasoning, attention to detail and accuracy.

  • Experience of using advanced analytical and statistical methodologies and data visualization techniques.

  • Experience of gathering, manipulating, interpreting and presenting information/data.

  • Experience using SQL and Excel for data gathering and modelling.

  • Good written and verbal communication skills.

  • Effective listening and questioning skills.

  • Good MS Windows skills including Word and PowerPoint.

  • Self-motivated with the ability to plan and prioritize multiple tasks whilst working to tight deadlines.

  • A strong team player with the ability to work under own initiative

  • A high degree of energy, drive and enthusiasm.

Personal Attributes:

  • Will have good commercial awareness and problem-solving ability enabling the job holder to influence decisions which positively impact the business.

  • Will evaluate situations rationally and make decisions based upon analysis rather than emotions.

  • Will challenge propositions and test even basic assumptions in pursuit of understanding.

  • Demonstrates a broad perspective through adopting an imaginative and innovative approach.

  • Will be a strong team player capable of working across a matrix function, delivering to time-scales whilst delivering effectively.

  • Will have the ability to analyse data from reporting systems to highlight trends, propose and implement recommendations.

  • Challenges assumptions and demonstrates a capacity to think laterally.

  • Would be expected to drive and implement the needs of customers forward with accountability.

  • Expected to influence changes to processes, practices and policies that will enable the achievement of the overall strategic agenda.

  • Would be expected to review and evaluate the effectiveness of the MI provision or planning forecasting and scheduling in order to propose and implement recommendations and influence changes to processes.

  • Ability to work as part of a team or independently.


Please note:


As such you will need to be available to work during all operational hours as below:

Monday – Friday 07:00 - 1800

Saturday 08:00 - 16:00


Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


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 (free phone, subject to individual carrier charges). For Russia based candidates on 810 800 83 000038.

ReqID: 19009805
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 28, 2019, 8:45:36 AM
Apply Get Referred