Forecasting and Planning Analyst
American Express Global Business Travel, Indiana, PA, United States
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 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
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.
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 (https://www.amexglobalbusinesstravel.com/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!
#J-18808-Ljbffr
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 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
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.
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 (https://www.amexglobalbusinesstravel.com/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!
#J-18808-Ljbffr