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Analyst-Planning: American Express

Analyst-Planning



Proactive partnering with Global Operations & Service Level Management teams to ensure maximum utilization of resources in order to achieve service and financial objectives. Balance technology, processes & people to drive optimization of resources for Business Travel in both single and multi-site environments. Provide analysis and consultation to help drive staffing efficiencies at the weekly/monthly production and budgetary levels. Maintain monthly capacity planning documents that incorporate both customer service and non client interaction activities into staffing projections. Provide frequent schedule analysis and bidding information to Business Travel call centers to increase scheduling efficiencies. Lead change management initiatives for automating call center staff maintenance processes within workforce management. As this position will support Global Client Servicing Centers from the US, varying work schedules will be required.

Extensive IEX Total View workforce management software experience in a skills-based routing and scheduling environment is required. Expertise should include but is not limited to both the detailed functionality and a conceptual understanding of Skill Plan Monitor, Schedule Creation, Simulation, Contact Type distribution rules, Personnel Planner, and Vacation Planning features. Demonstrated analytical, quantitative, independent problem solving skills and an aptitude for business analysis required. Demonstrated attention to detail and commitment to high quality including working with a sense of urgency required. Excellent oral and written communication skills as well as demonstrated call center operations background and experience in scheduling, reporting & real-time management required. Ability to interact across all levels of the organization and deliver clear and concise communication of Call Center Management principles required. Applicant should have strong technical background in Microsoft Office suite (Excel, Access, etc.) and the ability to work effectively in a dynamic team environment. Solid understanding of call center telephony, including Avaya and Nortel switches and Geotel routing methodology is required. College degree strongly preferred.

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=839908-1880-9362