Job Description

Job Title:

Capacity Planning Analyst
Location: Gurugram, Haryana
Job Type: Full-time

Join Team Amex – You Lead the Way. We’ve Got Your Back.

At American Express, we believe in the power of backing our people. When you join us, you’re not just starting a job—you’re embarking on a unique and meaningful career journey with a global and diverse team committed to delivering the world’s best customer experience.

Whether it’s through our values, benefits, or a culture where every voice is heard, you’ll find a workplace where you belong and are empowered to grow.

About the Role

We are seeking a Capacity Planning Analyst to join our Global Centre of Excellence, supporting front and back-office operations across multiple international markets within our Customer Experience and Disputes Network.

As a key member of the Capacity Planning team, you will drive workforce strategy through data and insights to ensure optimal service delivery and operational efficiency at scale.

Key Responsibilities

• Develop and maintain short- and long-term capacity plans for front office (customer support) and back office (disputes, processing, etc.) functions

• Analyze demand, trends, and staffing needs using complex datasets across global markets

• Align workforce planning strategies with operational and budget goals

• Deliver actionable strategic insights to senior leadership

• Build and manage multi-site, multi-channel workforce models across time zones

• Serve as a strategic connector between operations, market leads, and global planning

• Standardize best practices across geographies and business functions

What We’re Looking For

• Proven experience in capacity planning within large, multi-site environments

• Strong analytical mindset with the ability to turn data into actionable business strategies

• Proficiency in Microsoft Excel and workforce planning tools (e.g., Aspect WFM, Genesys)

• Strong communication and stakeholder management skills

• Project management abilities and capacity to juggle multiple priorities

• A proactive and collaborative approach with a passion for operational excellence

Why American Express?

We back our colleagues with benefits that support their whole well-being—from financial and physical to emotional health. At Amex, you’ll have access to:

• Competitive base salaries and bonus incentives

• Support for financial well-being and retirement

• Comprehensive medical, dental, vision, life insurance, and disability coverage

• Flexible working models: hybrid, onsite, or virtual (role and business need dependent)

• Generous paid parental leave (location-dependent)

• Access to on-site wellness centers (staffed with nurses/doctors in some locations)

• Healthy Minds Program: free and confidential counseling support

• Career development programs and training opportunities

Diversity, Equity, and Inclusion at Amex

American Express is an equal opportunity employer. We make employment decisions without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, disability, age, or any other status protected by law.

Employment is contingent upon successful completion of a background verification check, subject to local laws and regulations.

Ready to lead the way with us? Join Team Amex and power customer service excellence across the globe.

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