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The Global Planning Continuity & Configuration (GPCC) team manage Capacity Planning & Configuration initiatives across our Global Services Group. The primary purpose of the group is to ensure we have the right number of our front-line servicing colleagues in the right places to be there for our prospective and existing customers whenever they need our support.
How will you make an impact in this role?
This is an Analyst role in our Capacity Planning team, who partner with the CEN Voice/CHAT operations teams to create and manage staffing plans.
The purpose of this role will be to maintain accurate capacity plans that balance servicing goals and opex considerations. The role will involve hands on training in our capacity planning processes, along with the reporting and data processes we leverage in order to create and manage capacity models. We also seek someone who can help streamline and automate our data processes.
Reporting to the Capacity Planning Shared Services Manager, this role will include the following responsibilities:
·Partner with Capacity Planners, Relationship Leads, and our partners in Forecasting, GOCM and MIS functions to gain a thorough understanding of our end-to-end operational and data processes
·Take an active role in shaping the development of our data optimisation processes
·Manage individual projects against specific targets, keeping stakeholder and leadership informed of expectations, pro-actively communicating and supporting team members through the change process
·Attention to detail and ability to problem solve complex issues, and succinctly communicate with the leadership team to facilitate quick and effective solutions
·Have a clear, outcome-focused approach
·Operate within a highly collaborative environment with key stakeholders and wider team
Minimum Qualifications
·Excellent communication & collaboration skills; ability to build relationships, influence decisions, and to inspire matrixed, cross-functional teams to deliver on shared objectives
·Confidence in decision-making in complex & ambiguous situations; comfortable troubleshooting + aligning conflicting interests in a professional outcome-focused manner
·Strong desire to learn and develop both technical and management skills
Preferred Qualifications
·Experience in process optimization in a data driven environment
·Advanced Excel knowledge
·SQL and/or Python experience
·Understanding of Cornerstone and Amex data environment
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.