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.

 

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The Forecasting & Planning Analyst role is responsible for providing Long and Short Term Forecasts and Capacity Plans plus New Business Sizing on behalf of the Traveler Care business. The role holder will work closely with leadership in the markets to ensure that decision making on the right sizing of the business is well informed and data driven. Providing accurate forecasts that meet the specific market and clients needs whilst supporting a strong financial outcome for Amex GBT.

What You’ll Do on a Typical Day :

• Using industry standard forecasting methodologies and tools to produce long and short range forecasts across multiple teams in one or more countries.

• Partnering with business stakeholders to understand headcount plans and incorporate into capacity planning outlook to provide a clear view of anticipated business performance and highlight areas where action is required to balance supply and demand.

• Support team by leading Workforce Management– Forecasting & Planning with Vendors, data procurement and Performance discussions and serving as a primary point of contact throughout an engagement.

• Vendor contract management, performance review, and ensuring compliance with terms and conditions. Partnering with Finance community to ensure alignment between Operations plans and Financial outlook.

• Maintaining strong stakeholder relationships with business leadership and supporting them with ad hoc insight and analysis related to the forecasting and planning outlook. Owning and delivering on ad hoc project activity to support the continuous improvement of the Forecasting and Planning service delivery.

• Self-identifying opportunities to drive improvements in the Forecasting & Planning processes. Taking accountability within role for best practice and intelligence sharing across the global Forecasting and Planning / Workforce Management community.

• Providing Forecasting & Planning support / consultancy to GBT project teams who require specialist F&P input. Providing support to Operations Leaders in clearly interpreting the output of the Forecasting and Planning process to ensure that the implications and required decisions are clearly understood.

• Assessing impacts of Force Majeure events on business activity (e.g. inclement weather, strike, abnormal events) that may have direct impact on the contact center and plan for resource requirements along with mitigating impacts to the data from future plans. Recommending opportunities to improve operational performance within the Traveler Care business.

• You must take personal responsibility to understand and comply with all company and client security requirements and policies. Perform any other reasonable duties that may be requested

What We’re Looking For :

• Graduate with experience of 5 -7 years in WFM forecasting experience is desired, ideally in a multi-site / multi-territory environment.

• In-depth working experience of Workforce Management tools

• A strong track record of building and maintaining strong relationships with senior stakeholders

• Experience of communicating complex analysis and insight to operations leaders.

• Proven ability to work in a highly complex, challenging and constantly evolving environment.

• Should be actively working on Forecasting and Planning and carry minimum 4 Years of hands on experience in FNP. Ability to produce accurate forecasts at the long term and interval level using industry standard forecast methodologies.

• Strong understanding of multi-channel contact center planning principles and operations management. Knowledge and working experience of call center infrastructure systems and their design, processes, and functionalities.

• Very strong skills in using Microsoft Excel are essential. Access and VBA skills would be an advantage. Very strong analytical abilities, including the ability to distil key insights from complex data sets.

• 5+ years in Vendor Management and Work Force Management specialized in Planning and Forecasting. Support the Vendor partners with Planning & Forecasting with a range of vendor administrator activities

• Ability to present plans and insight to senior management, and successfully manage queries and challenges. Excellent attention to detail and the ability to manage many streams of information flow from across the business and ensure nothing is missed when incorporating into the forecast outlook.

• Ability to prioritize and manage workload in a fast-paced environment with multiple competing demands. Comfortable in working in a virtual team with colleagues located around the globe.

     

     

Location

Bangalore, India

     

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.

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!