Service Level Planning Lead

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The Workforce Management lead will receive long and short term capacity plans, forecasts and schedules from the Forecasting & Capacity Planning team. It is the responsibility of the WFM lead to convert these long-term plans into weekly and daily operational plans in order to deliver Service level & abandon rate consistency across the network. Abandon call rate & service Level Management capability is provided for inbound call, e-Mail, and web chat functions.


The Workforce Management Lead is responsible for contributing to and executing on the service level management strategy and tactics for the market and will report to the WFM Regional Manager.


The Workforce Management Lead must demonstrate strong collaboration and partnership with multiple functional teams including (but not restricted to) Call Centre Leadership, MIS, Technology, Finance, Marketing, Human Resources, Global Frontline enablement, (Project Management Teams, Recruitment & Training). The WFM team in The Centre’s of excellence in India, and other WFM groups across the Region.


  • Provide support to call centre leadership in achieving Shareholder, Customer and Employee goals
  • Partner with the Forecasting Centre of excellence Team to improve forecast accuracy, maintain eWFM data integrity and deliver flexibility initiatives including Lifestyle Surveys, Shift Bids etc.
  • Partner with Centre of excellence, Marketing and TLS local market teams to identify and prepare for marketing activity/plans and projects that influence call volume forecast and resource plans
  • Service level management and operational effectiveness
  • Ensure comprehensive plans are put in place at least 12 weeks in advance of call arrival to deliver optimal staffing (operational efficiency) based on the most accurate available re-forecasts
  • Ensure plans are refined on a weekly/daily basis to increase re-forecast accuracy, operational efficiency and abandon rate consistency
  • Ensure intra-day performance (Calls, Customer service time, and Staffing is analysed on an interval basis throughout the day and recommendations to achieve departmental goals are provided
  • Review the prior day’s performance against forecast analyzing the issues and impact on service level
  • Ensure “Real-Time” performance is monitored continuously in order to deliver Abandon rate consistency [by skill/business group] and performance
  • Ensure accurate, “unadjusted” and up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to the intra-day performance and achieving Adherence to Schedule (ATS) targets
  • Maintain a log of daily events that impact call volume or CST in eWFM journals in order to capture the “organizational memory” for future planning
  • Chair or participate in routine Service level planning meetings and ensure they are effective in driving operational goals

Critical Challenges

  • Ability to successfully balance high workload demands, quality and performance on a consistent basis.
  • Ability to communicate and influence people at senior levels effectively and without conflict.
  • Ability to make quick decisions about call centre dynamics with little or imprecise information and to take risks and escalate as necessary.
  • Understand WFM and operational goals and translate these into day-to-day operational and production management activities.
  • Authorize changes to employee working schedules and annual leave booking in order to balance business needs and employee engagement.  
  • Gain trust and build relationships with local TLS leaders to ensure they are supportive and accommodating.
  • Work with Training & Recruitment Team, to deliver aggressive new hire plans. Be creative with resources and react to changing demands quickly and within agreed restrictions.
  • Gain trust and build relationships with local TLS leaders to ensure they are supportive and accommodating.
  • Collaborate with TLS hub leaders and centre of excellence analysts to execute on the Code Red plan

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


  • Highly developed analytical and problem solving skills
  • Good understanding of call centre management principles and call delivery principles
  • Ability to collaborate and influence across organisational lines and at all levels
  • Excellent PC skills, including advanced knowledge of Microsoft Excel, PowerPoint & Word
  • Highly numerate with demonstrated strength in accuracy and attention to detail in an environment requiring high output and speed
  • Knowledge and experience with ACD systems and reporting (preferred).
  • Knowledge of forecasting and scheduling using Aspect eWFM or Genesys.
  • Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
  • Good written and verbal communication skills
  • Use of sound judgment and calculated risk-taking
  • Manage conflict and influence decisions

Why American Express?


There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

24 April 2019
Location: Sweden Stockholm
Work type:
Full time
Banking and Financial Services
Finance / Accounting
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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