Board Certified Behavior Analyst providing behavioral support interventions and activities in Maryland. Utilizing best practices to enhance relationships and increase independence for youth with disabilities.
AT
Onsite Forecasting and Planning Analyst
Posted 1 hour ago
About the role
- Forecasting and Planning Analyst for Amex GBT, responsible for long-term and short-term forecasting and planning. Leveraging econometric data to enhance staffing and operational processes across accounts.
Responsibilities
- Creates and maintains strong linkages with internal business partners
- Produces short-term and long-term forecasts using econometric data, adjusting for seasonality and variance
- Maintains and modifies call center forecasting models
- Recommends operational processes that improve occupancy
- Statistically analyzes the impact of process improvement efforts on the business
- Leads the staff plan review process with operations
- Makes recommendations on staffing utilization
- Organizes and leads discussions related to assigned portfolio of business
- Forecasts daily, weekly, and period-level contact volume and AHT using historical data
- Generates daily short-range and long-range projections
- Presents forecast results in a clear and useful way
- Assists business partners with analysis and interpretation of WFM forecasting data and makes recommendations for changes to optimize productivity
- Partners with Customer Service support teams for process improvement initiatives
- Ensures cohesion between period and weekly level forecasts and short-range daily forecasts
- Maintains advanced Forecast models using Anaplan and Excel
Requirements
- 2+ years of forecasting and/or planning experience
- Understanding of statistical time series modeling techniques
- Strong oral and written communication skills
- Ability to build and maintain effective collaborative relationships
- Understanding of forecasting intricacies and how to build a robust plan
- A degree in Statistics, Industrial Engineering, Engineering, or related technical fields is preferred
- Bachelor's degree or equivalent experience, or 6 years of related workload management experience
- Database management skills
- Minimum of 2 years call center experience and/or minimum 18 months resource planning experience
- Good working knowledge of IEX or Verant 360, or Aspect
- Ability to organize, set priorities and multi-task within timelines
Benefits
- Flexible benefits tailored to each country starting the day you do
- Health and welfare insurance plans
- Retirement programs
- Parental leave
- Adoption assistance
- Wellbeing resources to support you and your immediate family
- Travel perks with deals from major travel providers on flights, hotels, cruises, and car rentals
- Access to over 20,000 courses on the learning platform for skill development
Job title
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