Project Analyst I

hace 5 meses

Iztapalapa, México Amex A tiempo completo

**You Lead the Way. We’ve Got Your Back.**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

**Description**

As a member of the Capacity Planning team you will work with your local leader and team members as part of a global Centre of Excellence. The Capacity Planning Team is responsible for various processes including short/long term capacity and budget planning, Scenario analysis and market relationship management. The capacity planning team links with all other workforce planning pillars in the global call management and planning organization. This includes both lateral lines of business and the leaders above. It is the responsibility of the Capacity Planning team to create and communicate, accurate and workable plans that deliver extraordinary care at the right margins.

**Responsibilities**:

- The Capacity Planning Analyst position is responsible for crafting, maintaining, and communicating capacity plans across all lines of business.
- Through deft data preparation, presentation, and analysis this position provides guidance and direction on network strategies across multiple markets to drive business results.
- The analyst will assist in interpreting complex analytics regarding network strategy from inception through to execution.
- The Analyst will review outlooks, quantify options and risks making researched recommendations for deliberation and execution. Must be able to create buy in and interface with all levels of the organization
- Developing and maintaining product and network-wide call volume and staff planning models as well as driver metrics (availability, call handle time, hiring, attrition, overtime) as throughput into the overall short-term and long-term capacity and staff planning for multiple markets
- Manage, Build, Develop and Maintain multi site/market workload models
- Exhibits full knowledge of Workforce Management tool(s) and processes to provide informed solutions. A successful incumbent must have well-developed interpersonal skills to establish and maintain high levels of credibility with functional groups coupled with the ability to focus simultaneously on short term results while executing on long term strategies.

**Minimum Qualifications**:

- Construction, maintenance and delivery of contact center capacity/hiring plans
- Experience communicating complex analysis and plans to all levels of business in a clear audience specific way
- Build consensus through superior interpersonal skills to deliver on team and business goals
- Operate as a relationship lead between market leadership, stakeholders and other centers of Excellence
- Work with business partners to deliver projects
- Develop and maintain strong working relationships with key business partners and stakeholders.
- Provide support to leadership in achieving Shareholder, Customer and Employee goals.
- Build relationships and manage interaction with proprietary and partner operation sites.
- Share and implement best practices across markets to ensure consistent processes and procedures.
- Manage data flow from multiple sources, testing and questioning integrity
- Pre-empt challenges, engaging business partners to overcome.

**Qualifications Skills Required**:

- Demonstrate a strong understanding of how capacity planning translates into the meeting of business goals
- Proficient language skills in Spanish and English to a high standard
- Strong analytical abilities to provide options and strategies based on data and informed experience
- Proven Contact Centre Planning experience of planning functions in a large, multi-site/multi-media call center environment (preferably covering all aspects of the planning cycle)
- Proven project management experience - successfully managing and executing multiple projects flawlessly while adhering to strict deadlines.
- Good understanding of call center management principles and call delivery principles.
- Strong decision-making skills and the ability to resolve complex problems independently.
- Ability to clearly articulate point

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