Forecasting and Planning Analyst

The Forecasting and Planning team drives strategic planning across multiple markets to enhance customer service, improve profitability, and strengthen Amex GBT's competitive position. We are seeking experienced Call Center Forecasters and/or Planners to join our global team and support our innovative enterprise forecasting system. In this role, you will manage long-term and short-term forecasting, planning, and review coordination across a diverse portfolio of accounts, combining strong analytical skills with excellent communication abilities while collaborating with global business partners.

What You’ll Do on a Typical Day

• Develop and maintain strong relationships with internal business partners, facilitate portfolio discussions, and lead strategic planning sessions
• Generate short-term and long-term forecasts (4 weeks to 18 months) using econometric data, seasonality adjustments, and historical business intelligence
• Maintain and refine advanced call center forecasting models using Anaplan and Excel, ensuring alignment across all forecast levels
• Create accurate daily, weekly, and period-level forecasts for contact volume and average handle time (AHT) using historical trends and business data
• Recommend operational improvements and conduct statistical analysis to measure their business impact
• Lead staff planning reviews with operations teams and provide staffing utilization recommendations
• Support business partners in analyzing and interpreting WFM forecasting data with optimization recommendations
• Present forecast results clearly and actionably to stakeholders
• Collaborate with Customer Service teams on process improvement initiatives
• Ensure data accuracy and consistency across all forecasting intervals and time horizons

What We’re Looking For

• 2+ years of forecasting and/or planning experience
• Strong critical thinking skills with the ability to work proactively and independently
• Knowledge of statistical time series modeling techniques and ability to apply them to real-world scenarios
• Familiarity with workforce management forecasting best practices
• Excellent verbal and written communication skills with the ability to build collaborative relationships
• Proficiency in database management
• Bachelor's degree in Statistics, Industrial Engineering, Engineering, or a related technical field (or equivalent experience with 5+ years in workload management)
• Advanced proficiency in report generation and data presentation
• Strong time management and organizational skills with the ability to prioritize and multitask
• Preferred Qualifications: Working Knowledge of IEX and Anaplan. Excellent knowledge of Excel.