Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
The Forecasting and Planning team drives strategic planning across multiple markets to enhance customer service, improve profitability, and strengthen Amex GBT's competitive position. We are seeking experienced Call Center Forecasters and/or Planners to join our global WFM team and support our innovative enterprise forecasting system. In this role, you will manage long-term and short-term forecasting, planning, and review coordination across a diverse portfolio of accounts, combining strong analytical skills with excellent communication abilities while collaborating with global business partners.
What You’ll Do on a Typical Day
- Develop and maintain strong relationships with internal business partners, facilitate portfolio discussions, and lead strategic planning sessions
- Generate short-term and long-term forecasts (4 weeks to 18 months) using econometric data, seasonality adjustments, and historical business intelligence
- Maintain and refine advanced call center forecasting models using Anaplan and Excel, ensuring alignment across all forecast levels
- Create accurate daily, weekly, and period-level forecasts for contact volume and average handle time (AHT) using historical trends and business data
- Recommend operational improvements and conduct statistical analysis to measure their business impact
- Lead staff planning reviews with operations teams and provide staffing utilization recommendations
- Support business partners in analyzing and interpreting WFM forecasting data with optimization recommendations
- Present forecast results clearly and actionably to stakeholders
- Collaborate with Customer Service teams on process improvement initiatives
- Ensure data accuracy and consistency across all forecasting intervals and time horizons
What We’re Looking For
- 2+ years of forecasting and/or planning experience
- Strong critical thinking skills with the ability to work proactively and independently
- Knowledge of statistical time series modeling techniques and ability to apply them to real-world scenarios
- Familiarity with workforce management forecasting best practices
- Excellent verbal and written communication skills with the ability to build collaborative relationships
- Proficiency in database management
- Bachelor's degree in Statistics, Industrial Engineering, Engineering, or a related technical field (or equivalent experience with 5+ years in workload management)
- Advanced proficiency in report generation and data presentation
- Strong time management and organizational skills with the ability to prioritize and multitask
- Preferred Qualifications: Working Knowledge of IEX and Anaplan. Excellent knowledge of Excel.
Only applicants with a submitted CV will be considered.
Location
Warszawa, Poland
The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
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