The Forecasting Team – within Global Capacity and Contact Management (GCCM) has one main objective – the accurate prediction of daily call volumes and average handle times, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.
Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World. We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.
The Business Analyst I position on the Forecasting Team will specifically play a key role in developing ST and LT forecasts for major products in the US market.
Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations
Develop and automate reports/dashboards to inform partners and senior leaders
Manage ad-hoc projects and partner closely with Finance and Reengineering to identify opportunity areas and deliver analytical solutions
Rigorous analytics/econometrics to effectively solve complex business problems
Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization
Strong programming/analytics skills are required (SQL, SAS, R, PYTHON, HIVE etc.)
Working experience in reporting (i.e. data visualization, Tableau)
Strong written and verbal communication skills
Experience working with large datasets; knowledge of Hive, SAS, SQL, or other programming language preferred (including VBA).
Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred
Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics. Master’s degree preferred
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 14, 2019, 9:47:49 PM