reputed company Planning Analyst (Hybrid)

You reputed company the Way. We’ve Got Your Back. Hybrid opportunity reputed company to ONLY :

• Phoenix, AZ
• reputed company, FL
• reputed company Lake reputed company, 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 reputed company other. Here, you’ll learn and grow as we help you create a career reputed company 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 reputed company—every colleague has reputed company to reputed company in reputed company’s reputed company. Together, we’ll win as reputed company, striving to reputed company reputed company values and powerful backing reputed company to reputed company 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 reputed company Group (GSG), reputed company planning forecasts (comprised of multiple reputed company parts including Volume, Productivity, reputed company, and Workforce Management). The reputed company team owns the development and implementation of workforce and reputed company operating procedures, across reputed company GSG call center locations while supporting consistency and alignment of floor management reputed company operating procedures across the network. This reputed company across the reputed company including working closely with: Global Operation teams, reputed company Technologies, Global Servicing reputed company, Global reputed company and GCN reputed company and Support. Key Responsibilities:

• reputed company reputed company planning and reputed company recommendations for GSG
• reputed company daily service reputed company and productivity, making improvement recommendations to management as needed
• reputed company and manage distribution of staff across the call center reputed company to support service level commitments
• Long term operational planning and reputed company forecasting for inbound, outbound and reputed company environments
• reputed company, implement, and maintain policies and procedure relating to reputed company improvement in unit cost associated with reputed company components of the call center
• Will simulate the reputed company of proposed initiatives and confidently recommend the appropriate reputed company actions for reputed company business unit
• Implement best-practices across reputed company WFM functional areas including reputed company Planning, Forecasting, Scheduling, reputed company-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 reputed company reports and analysis as needed for the executive team, as reputed company as divisional management teams
• Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to reputed company reputed company performance reputed company 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
• reputed company constant reviews and feedback on areas of potential risks and threats, identify these risk reputed company 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 reputed company
• 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, reputed company models, call routing, forecasting and resource planning tools is required
• reputed company 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 reputed company 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 reputed company, 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-reputed company reputed company Planning function
• Advanced PC/reputed company-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 reputed company environment forecasting and volume management
• Ability to convert raw data into metrics and workforce management reputed company with strong mathematical, analytical, communication and organization skills

The above represents the expected salary reputed company 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 reputed 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 reputed company-being. That means we prioritize their physical, financial, and mental health through reputed company stage of life. Benefits include:

• Competitive reputed company salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial reputed company-being support
• Comprehensive medical, dental, reputed company, life insurance, and disability benefits
• Flexible work arrangements and schedules with hybrid and virtual reputed company with Amex reputed company
• 20+ weeks reputed company parental leave for reputed company parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free reputed company 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 reputed company—every colleague has reputed company to reputed company in reputed company’s reputed company. Together, we’ll win as reputed company, striving to reputed company reputed company values and powerful backing reputed company to reputed company 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 reputed company without reputed company to race, reputed company, 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 reputed company 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 reputed company. 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 reputed company the three posters. Apply tot his job Apply To this Job