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The Forecasting & Planning(F&P) Manager role, is accountable for F&P support and technical expertise to our global operations leadership and teams. The key objective of the Workforce Management(WFM) team is to ensure that we have adequate human resources available at the required times to service the customer, with the goal of doing so using the most efficient methods. This role contributes to the Traveler Care Delivery Plan by assisting with sound analysis and modeling, while managing certain Traveler Care projects to ensure an integrated and aligned business unit.

What You'll Do:

• Accountable for the development and management of workload models for Traveler Care.
• Management of headcount against the budget and reporting service levels; and encompasses the broad areas of short-term and medium-term call forecasting, process improvement and project management.
• Develop strategies and plans to counteract any risks to the delivery of the Service level objectives.
• Support the management of Planning initiatives that support the Traveler Care Strategic Plan.
• Provide recommendations on operational initiatives, priorities and forecasts and working collaboratively with each Regional Service Delivery VP/Leaders and the Finance Team to ensure alignment and delivery against goals.
• Build the profile of the team within the organization, and through the provision of strategic direction and goal setting, proactively find opportunities to improve cost efficiency and service delivery within the operations environment and to strategically influence outcomes to ensure that our Travel Counsellors are operating in the most effective way.
• Ensure that staff resources are scheduled in the most effective manner with the goal of meeting business, staff, and customer needs.
• Drive the philosophy of least-cost approaches in everything we do and to ensure that we deliver solutions that are both appropriate and efficient.
• Build and maintain relationships with Regional Leaders, Project Managements teams and other key partners.
• Provide quality leadership that encourages and enables the WFM to exceed customers’ expectations on a continual basis. This includes development of staff to improve productivity and efficiency.
• Liaise with Service Delivery leaders and other partners to ensure the needs of the business are being met and proactively anticipate the future needs of the business.
• Proactively provide to the business analysis and recommendations on Operational issues including Call Routing and Scheduling, advising on appropriate courses of action to correct problems or respond to changes in trends, patterns, and business requirements.
• Identify and implement improvements & enhancements of systems and processes, where such changes will add new value to the business, or increase the efficiency of the team
• Conduct ad-hoc analysis and reporting as required by Senior Leaders

What We're Looking For:

• 5+ years of WFM experience preferably in a large, sophisticated and customer facing organization
• Technical knowledge of WFM/Forecasting tools (Knowledge of Anaplan would be preferable)
• Experience in Cisco telephony
• Experience in scheduling tools, preferably NICE WFM (IEX)
• Advanced Excel and understanding of tableau is required
• Travel sector experience is desirable but not required.
• Ability to lead, communicate and engage with large teams in a heavy virtual environment. Experience of leading global teams is crucial.
• Track record of delivering change management projects.
• Facilitation skills.
• Ability to work in a multi-disciplined, professional level team environment.
• Ability to interpret data to make effective recommendations.
• Demonstrated analytical, planning and decision-making skills.
• Highly developed interpersonal skills.
• Well-developed negotiating and problem-solving skills.
• Ability to work under pressure, to tight schedules.
• A high degree of flexibility with the ability to operate in a dynamic / changing environment.
• Task and results oriented, high-energy levels and ability to prioritize issue resolution.
• Ability to work in an ambiguous and fluid environment.
• Strong relationship skills with influencing and customer management – the ability to partner effectively with operations and commercial leaders.
• Proven track record of driving outstanding business outcomes.

     

Location

United States

     

     

The US national annual base salary range for this position is from $60,000 to $110,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for our Annual Incentive Award plan, which rewards participants based on company and individual performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

     

     

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 more.

• 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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• 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 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!