Workforce Planning Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

 

The Global Vendor/GSC WFM team leads a multi-market, strategic planning process that drives outstanding customer service, improved profitability, and enables delivery capabilities that differentiate Amex GBT in the industry.  We are looking for experienced Call Center Scheduling and Real Time planners to be a part of our global infrastructure to create schedules within our Global Service Centers across multiple lines of business and contact channels, as well as manage the schedules and agents real time.  The successful candidate will combine strong IEX scheduling and real time skills with solid communication skills, while working to optimize costs and productivity. 

What You’ll Do:

• Scheduling: Apply shift designs, individual work patterns, develop plans at a granular level to create and publish individual schedules within local market rules & regulations and timeline.  Schedulers ensure maximum resource utilization is achieved whilst still allowing for sufficient training, coaching, and meetings to support customer service as well as employees career and development.
• Real Time: making and implementing decisions in a real-time / near real time manner to optimize access, achieve daily Service Level and efficiency goals, in a dynamic and complex environment for our customers whilst balancing business, and employee needs.
• Creates and maintains strong linkages with internal business partners.
• Conduct weekly and monthly scheduling reviews with Operations to allow constructive feedback around recommendations on changes to staff schedules to ensure that SLAs are met, shift fit to profile and work life balance (including PTO allowance, Over Time and TOIL). Work to minimize the number of exceptions and communicate regularly actions plan, progresses and outcomes.
• Assist business partners with the analysis and interpretations of WFM schedules and make recommendations for changes to optimize productivity.
• Provide comment and insight, especially during the LTF cycle, as a subject matter expert to help achieve Service Levels, reporting on trends outside forecast plan, call patterns not on target and resource utilization solution, including cost and risks mitigation to ensure SLAs are met within target variance. 
• Gather and track FTE available for Global Service Centers.
• Analyze trends in key performance areas (ie. productivity, call patterns & routing, AHT, quality) and highlight concerns and possible underlying cause to appropriate Forecaster and Reporting Team.

What We’re Looking For:

• 2 or more years of contact center experience.
• 5 years Scheduling and Real Time experience.
• Bachelor's degree or equivalent experience or 5 years related workforce management experience. 
• Strong critical thinking and the ability to work proactively and independently.
• Excellent verbal and written communication skills, able to build and maintain effective collaborative relationships.
• Skilled knowledge of IEX scheduling and real time management processes.
• Working knowledge of Cisco skilling and call flows.
• Ability to organize set priorities and multi-task within timescales, effective management of time.
• Extremely accurate in generating reports and presentation of data.

Location

Mexico

Click here to learn more about the benefits we offer in Mexico.

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!