The GCCM Forecasting Analyst/Sr. Analyst is responsible for the development and maintenance of forecasts and capacity planning support for Global Fraud Protection Services. The team will be responsible for developing world class forecasting capabilities as well as working with the Global Planning Team in creating, communicating, and coordinating workforce plans required to achieve the desired servicing levels and shareholder targets. The GCCM Analyst/Sr. Analyst must demonstrate outstanding collaboration and partnership with multiple functional teams including Risk Management, Operational Teams, MIS, Technology, Finance, Marketing, Learning, Engineering, Global Business Initiatives, various Centers of Excellence, and the other Planning communities across the globe.
Responsibilities include:
Development and ownership of forecasting model for Global Fraud Protection Services
Establish and maintain strong relationships with business partners ensuring regular communication & feedback on executing the plan
Strong ability to interrogate, question, and validate key inputs and data outputs
Manage in a global 24x7 environment with the potential for dealing with crisis/contingency plan situations
Qualifications:
Bachelor’s degree or equivalent in Computer Science, Engineering, Mathematics, Statistics, Operations Research, or a related field
Masters Degree preferred
Demonstrated experience with SQL or SAS programming is required
Statistical modeling and forecasting, applying quantitative and research methods, is required
Strong knowledge of forecasting methodologies
Demonstrated ability to synthesize large data sets into actionable insights
Demonstrated experience in driving results across a cross-process, matrixed and global organization
Highly developed analytical and problem solving skills – demonstrating thought leadership
Strong understanding of contact center management and call delivery principles (including Voice Response, Intelligent Network & ACD (Automatic Call Distributor) systems & reporting) preferred
Experience in influencing and driving collaboration across cultural and organizational boundaries (at all levels)
Organizational Agility; ability to influence in a global, highly-matrixed organization
Ability to work flexible hours American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
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Job Operations
Title: Analyst/Sr Analyst - Forecasting Fraud GCCM
Location: AL-Montgomery
Other Locations: US-Arizona-Phoenix
Requisition ID: 16014574
