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Capacity Planning Analyst

3 months ago

Toronto, Ontario, Canada Amex Full time

You Lead the Way. We've Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways.

When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.

Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.


At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success.

Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day.

And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.


The Global Planning and Configuration Team (GPAC) team is responsible for maintaining, revising, and enhancing the Global Services Group (GSG), capacity planning forecasts (comprised of multiple complex parts including Volume, Productivity, Staffing, and Workforce Management).


The GPAC team owns the development and implementation of workforce and standard operating procedures, across all GSG call center locations while supporting consistency and alignment of floor management standard operating procedures across the network.

This team partners across the enterprise including working closely with:
Global Operation teams, American Express Technologies, Global Servicing Learning Network, Global Talent Acquisition and GCN Strategy and Support.

  • Oversee capacity planning and staffing recommendations for GSG
  • Oversee daily service levels and productivity, making improvement recommendations to management as needed
  • Develop and manage distribution of staff across the call center enterprise to support service level commitments
  • Long term operational planning and capacity forecasting for inbound, outbound and blended environments
  • Develop, implement, and maintain policies and procedure relating to continued improvement in unit cost associated with staffing components of the call center
  • Will simulate the impact of proposed initiatives and confidently recommend the appropriate staffing actions for each business unit
  • Implement bestpractices across all WFM functional areas including Capacity Planning, Forecasting, Scheduling, Real-Time Management, and attendance policy development
  • Collaborate with Contact Center Management on all aspects of call center performance and productivity
  • Oversee the production of adhoc and standard reports and analysis as needed for the executive team, as well as divisional management teams
  • Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the Call Center Operations
  • Ultimate accountability for achieving designated answer rates, and occupancy goals at a monthly, weekly, daily and intraday level for multiple queues
  • Provide constant reviews and feedback on areas of potential risks and threats, identify these risk elements and take appropriate corrective and/or preventive measures
  • Represent WFM in a senior leadership capacity in crossfunctional meetings, and on wide initiatives and projects
  • Report on shrinkage by site and time of day and make recommendations for improvements
  • Develop other value added reports that would lead to more efficient and productive schedules and agents
  • Report on shrinkage by site and time of day and make recommendations for improvements

Minimum Qualifications

  • Minimum three (3) years workforce management experience in a multiple site call center/customer service environment preferred
  • Bachelor's degree or equivalent experience in an analytical and quantitative field required

Preferred Qualifications

  • Advanced knowledge of call center systems, processes, staffing models, call routing, forecasting and resource planning tools is required
  • Well versed in Workforce management tool required, Call Center Management experience and process improvement discipline
  • Strong knowledge of VBA and SQL programming, SAS knowledge a plus.
  • Experience managing and leading a WFM group within a contact center
  • Experience in a multisite call center operation with a minimum of 300 agents
  • Ability to communicate effectively in both verbal and written formats with individuals or groups and give presentations utilizing various audio/visual support aids
  • Highly developed statistical, analytical and problem solving skills
  • Strong collaboration and influencing skills
  • Ability to manage multiple projects, work in a fastpaced environment and meet deadlines
  • Must possess an indepth understanding of call center metrics
- Proven experience in managing a high-