10:30 am - 5:30 pm

Sector-35,Faridabad, Haryana-121003

Short Term Planning Analyst, EU Capacity Planning

Full time @Amazon in KPO / Research / Analytics Email Job
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Job Detail

  • Job ID 31557
  • Career Level ManagerExecutive
  • Experience 2 Years
  • Gender MaleFemale
  • Category / Function Development
  • Qualifications Degree Bachelor

Job Description

About the company

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Key job responsibilities

The successful candidate will work with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership. They will:

  • Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.
  • Cost and service optimization for customer service organization spread across 20+ countries worldwide.
  • Manage headcount staffing and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
  • Develop forecasting models that captures the dynamics of retail and digital e-commerce business.
  • 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
  • Lead critical projects to improve planning and forecasting efficiency for global operations.
  • 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.

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