Forecast and 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 Forecasting Analyst is responsible for organizing, normalizing, and analysing historical data along with available business intelligence to produce a forecast of future monthly and daily workloads.  Specifically, responsible for long-range, intermediate, and near-term forecasts of work units and handle time for various work types, including calls, email, chat, and offline contacts across numerous contact types and lines of business.The Forecasting and Planning team leads a multi-market, strategic planning process that drives outstanding customer service, improved profitability, and enables delivery capabilities that differentiate AEGBT in the industry.  We are looking for experienced Call Centre Forecasters and/or Planners to be a part of our global infrastructure utilizing a state-of-the-art enterprise forecasting system supporting our end users.  This role will be responsible for the long term and short-term forecasting, planning, and review coordination across diverse grouping of accounts.  The successful candidate will combine strong forecasting discipline with sound communication skills, while working with our global business partners. What You'll Do Creates and maintains strong linkages with internal business partners. Produces Short Term and long-Term forecasts using econometric data, adjusting for seasonality and variance.Maintains and modifies call center forecasting models. Recommends operational processes that maximize occupancy and statistically analyses the impact of process improvement efforts on the business.Leads the staff plan review process with operations making recommendations on staffing utilization. Organize and lead discussions related to the assigned portfolio of business.Using historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT . Generate accurate long-range (4-18 months) projections.Generate Daily short-range (4 weeks) projections. Present forecast results in a clear, concise, and useful way                                        Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity.  Partner with Customer Service support teams to support process improvement initiatives. Ensures cohesion between period and weekly level forecast and the short range daily and interval level forecasts. Provide weekly and period level forecast and staff requirements t...