Forecasting and Planning Analyst

Responsibilities

• Produce short-term and long-term forecasts using econometric data, adjusting for seasonality and variance.
• Maintain and modify call center forecasting models using Anaplan and Excel.
• Forecast daily, weekly, and period-level contact volume and Average Handle Time (AHT).
• Generate accurate long-range (4-18 months) and short-range (4 weeks) projections.
• Lead the staff plan review process with operations and recommend staffing utilization.
• Analyze the impact of process improvement efforts on business occupancy and productivity.
• Present forecast results and data interpretations clearly to internal business partners.

Requirements

• 2+ years of experience in forecasting and/or resource planning.
• Strong understanding of statistical time series modeling techniques.
• Degree in Statistics, Industrial Engineering, Engineering, or a related technical field.
• Proficiency in database management.
• Experience with WFM tools such as IEX, Verant 360, or Aspect.
• Excellent verbal and written communication skills with the ability to influence stakeholders.

Benefits

• Flexible benefits including health, welfare, and retirement programs.
• Access to a learning platform with over 20,000 courses and leadership training.
• Travel perks including weekly deals on flights, hotels, and car rentals.
• Inclusive culture with access to global INclusion Groups.

About the Company

Amex GBT is a global leader in travel management, helping colleagues find inspiration in travel as a force for good. We offer an inclusive and collaborative culture where employees can make a significant impact on the travel industry.