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Mgr-Bus Plng & Fin Analysis: American Express

Mgr-Bus Plng & Fin Analysis



This position champions the application of econometric techniques, analysis tools and business knowledge to develop and implement structural and replicable forecasting models employing formal training and/or advanced business knowledge. Models pertain to long-term and short-term call volume, AHT and shrinkage forecasting across the Global Service Delivery Network including new business, interactive adoption rates, and new technology impacts. This position will provide comprehensive monthly volume forecasts for budget and capacity planning purposes. In addition, this position will require that strong linkages with business partners are maintained to ensure appropriate information flow and incorporation of forecast inputs such as Sales, (new business), transaction trending , marketing initiatives, reengineering, and Interactive penetration adoption rates etc. Other responsibilities will include the evaluation and integration of new clients into the Call Center Management (CCM) infrastructure; analyze daily operation results to assess risks/exposures to upcoming staff forecasts as well as provide formal, in-depth communication about forecasting plans, results, and future challenges. This position will work with all levels of Sales, Capacity, CCM, Service Deliver Network and Re-engineering initiatives. As this position will support Global Client Servicing Centers from the US, varying work schedules will be required.

Minimum of 3 yrs forecast/planning experience. Understanding of structural and time series modeling techniques and ability to apply theoretical techniques to real world issues required. Must have strong oral and written communication skills and be able to build and maintain effective collaborative relationships. Must have excellent understanding of a call center environment and how new initiatives impact multiple operation functions. Position requires highly developed analytical skills relating to interpretation of initiative information and impacts on inbound operations as it relates to forecasting call volume, AHT, and shrinkage. Must have the ability to define, communicate and achieve resolution/consensus on significant initiatives with all levels of management. Preferred MA or degree in Mathematics/ Economics/Statistics/Industrial Engineering. Database management skills a plus including experience with statistical programming software.

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=839909-1880-9462