Planning Analyst Francais - Anglais H/F

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Job Description


Vous souhaitez faire partie d’une équipe jeune, dynamique, animée par le goût challenge et l’envie de réussir ?


Chez American Express, nous vous offrons les perspectives d’une carrière à la hauteur de vos ambitions, une formation continue, une rémunération attractive, un environnement international, agréable et stimulant pour développer vos compétences au sein d’une entreprise prestigieuse possédant une marque mondialement reconnue.


Ayez un impact sur notre entreprise !


GOCM - Workforce Optimization Analyst


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.


Vous recevrez une rémunération compétitive et attractive ainsi qu’une large gamme d’avantages.

Vos succès seront reconnus par un investissement de l’entreprise dans votre évolution professionnelle, votre bien-être au travail, mais aussi sur le plan financier.


Ainsi, outre une rémunération attractive et une réelle opportunité d’évolution, vous pourrez bénéficier, en fonction des critères d’éligibilité, des nombreux avantages dont disposent les collaborateurs d’American Express tels que :

  • Des services aux collaborateurs (crèche, conciergerie…),

  • Un lieu de travail agréable et facile d’accès (RER A et A 86),

  • Les offres du Comité d’Entreprise.

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



Qualifications

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

Desirable Attributes:

  • 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

  • Basic level of English (written and spoken) required

 

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


Rejoignez une entreprise internationale dotée d’une véritable culture de la Diversité avec une Direction dédiée.


Notre culture fait d’American Express un lieu de travail agréable, et qui explique en grande partie pourquoi nous avons remporté les premiers prix de classements des entreprises où il fait bon travailler.

Si vous êtes prêt à relever le défi et à avoir un impact, lancez ou développez votre carrière chez nous.


La mission Diversité d’American Express a entre autres pour vocation de faciliter l’intégration professionnelle de personnes en situation de handicap et se tient à la disposition des candidats pour évoquer avec eux leurs éventuels besoins d’accompagnement.


#LI-HB2


ReqID: 19018073
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 8, 2019, 3:05:46 AM