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.
What You’ll Do
Builds and maintains strong linkages with internal business partners.
Produces Short Term and long Term forecasts using econometric data, adjusting for seasonality and variance.
Maintains and modifies call center forecasting models.
Recommends operational processes that improve occupancy and statistically analyzes the impact of process improvement efforts on the business.
Leads the staff plan review process with operations making recommendations on staffing utilization.
Coordinate and lead discussions related to the assigned portfolio of business.
Using historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT
Generate accurate long-range (4-18 months) projections.
Generate Daily short-range (4 weeks) projections
Present forecast results in a clear, concise and useful way.
Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity
Partner with Customer Service support teams to support process improvement initiatives
Ensures cohesion between period and weekly level forecast and the short range daily and interval level forecasts.
Maintain sophisticated Forecast models using Anaplan and Excel.
What We’re Looking For
Strong critical thinking and the ability to work proactively and independently 2 or more years of forecasting and/or planning experience.
Strong oral and written communication skills and be able to build and maintain effective collaborative relationships.




Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation.
Degree in Statistics, Industrial Engineering, Engineering or related technical fields are preferred. Bachelor's degree or equivalent experience or 6 years related workload management experience.
Database management skills.
Minimum of 2 years call centre experience and/or minimum 18 months resource planning experience.
Good working knowledge of IEX (Verant 360), or Aspect, ability to organize set priorities and multi-task within timescales, effective management of time, good understanding of processes and structure.
Extremely accurate in generating reports and presentation of data.
Excellent verbal, written communication and influencing skills.
Location Mexico
Click here to learn more about the benefits we offer in Mexico.
The #TeamGBT Experience
**Work and life**: Find your happy medium at Amex GBT.
Versátil 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.
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!
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.

📌 Forecasting and Planning Analyst (México)
🏢 American Express Global Business Travel
📍 México