DESCRIPTION

Job summary
At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for an exceptional analyst who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us as Capacity Planning Analyst, Worldwide Capacity Planning team. The ideal candidate will possess both an analytical background that enables them to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership.

Key responsibilities:

Plan capacity for worldwide contact center network for Amazon customer service.
Cost and service optimization for customer service organization spread across APAC region.
Manage short term staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
Build short/long term operational plans for different global sites to optimize variable costs associated with staffing
Improve performance to plan by identifying, measuring and managing key metrics related to customer service
Capture the right metrics to influence stakeholders and measure success
Participate in global customer service initiatives and project roll outs to cater to growing business needs
Coordinate with internal and outsourcing network operation teams to meet business service levels.
Promote process improvement and standardization of processes across all sites in the network.

BASIC QUALIFICATIONS

3+ years’ experience in operations or business analysis.
Bachelor’s degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations
3+ years’ experience modeling data and/or statistical forecasting
Good understanding of SQL and Excel
Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability.
Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly).

PREFERRED QUALIFICATIONS

Master’s degree from a top tier institute in statistics, engineering, mathematics, economics or MBA from a top tier premier institute.
Contact Centre Operations, Resource Planning experience
Have experience of Workforce Management and Telephony (ACD) Tools.