Workforce Planning Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express 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.

Overview of the Business:

The Global Services Group (GSG) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world's most respected service brand.

As part of GSG, the Global Optimization and Call Management (GOCM) is responsible for short range call volume forecasting, skills management, scheduling, shrinkage management and real time performance management. The group executes plans built by the Forecasting & Business Planning teams and manages 24/7 real-time performance in the voice and digital channels. The group ensures that robust schedules are designed to meet the demand of daily operations. The schedules are aligned to intraday/intraweek call volume distributions for all markets and lines of business.

As a part of the team, you will be responsible for the following:

This role will report into the GOCM Team Leader for Hong Kong with accountability of the following:

  • Support the contact center leadership in achieving organizational goals across all channels.
  • Effectively manage multi-channel queues (Voice, Email, Chat) with regards to customer experience.
  • Monitor "Real-Time" performance continuously, to meet Service Level Goals (by skill/business group) in a consistent manner.
  • Manage resource availability to ensure adequate staffing.
  • Track and analyze data using WFM tools/software.
  • Collaborate with operations leadership to utilize shrinkage (coaching, training, meeting, planned leave, etc.) in line with plans.
  • Manage, daily and intraday multi-dimensional reporting to relevant stakeholders on overall performance with 'Impact & Root cause Analysis'.
  • Capture daily unplanned instances (leaves, be it sick or casual) to track trend and report to the SLP leader with relevant observations.
  • Ensure accurate, "unadjusted" and up-to-date data is maintained in the WFM tool, to determine accurate intra-day performance, in turn achieve Adherence to Schedule (ATS) targets.
  • Maintain FTE tracking (incoming/outgoing) in contact center tools and for weekly/monthly, FTE/Headcount reporting.
  • Maintain a log of daily events that impact Contact Centre Metrics (call volume, CHT, Shrinkage, etc.) to capture the "organizational memory" for future planning.
  • Recommend schedule changes based on staffing needs and changing business requirements.
  • Responsible for short range forecast with factors considered including seasonality, public holiday, promotions and extreme weather conditions.
Minimum Qualifications
  • Positive attitude with high resilience.
  • Bachelor's degree (Economics / Mathematics / Statistics/ Data Analytics); MBA or equivalent is a plus.
  • 2+ years of relevant experience in Workforce Planning/ Operations/MIS analytics would be preferred.
  • High mathematical acumen with Strong knowledge of MS Tools (Excel, PowerPoint)
  • Experience in Contact Centre tools, WFM (Genesys, eWFM)
  • Telephony (Genesys, Avaya)
  • Experience in performing in-depth analysis using large amounts of data and recommend solutions.
  • Strong decision-making skills and the ability to resolve problems independently.
  • A creative and pro-active approach with ability to prioritize, negotiate and influence.
  • Strong communication skills, both written and verbal
  • Solid organizational skills to deliver results in a timely fashion.
  • Effective team player with a high level of integrity.
  • Reporting (Tableau, Microsoft BI, or other), a nice to have.
  • Able to work on rotating shift (morning, evening & night) (shift allowance is provided).
Qualifications

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:
  • Competitive base salaries
  • Bonus incentives
  • Support for financial-well-being and retirement
  • Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
  • Flexible working model with hybrid or onsite arrangements depending on role and business need
  • Generous paid parental leave policies (depending on your location)
  • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
  • Free and confidential counseling support through our Healthy Minds program
  • Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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