Capacity Planning Analyst

Job ID: 1972152

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

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 of headcount to handle live customer contacts in a 24/7 operational environment.
• Build short/long term operational plans to optimize customer experience and 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.
• Engage in process improvement and standardization of processes across all sites in the network.

Amazon is an equal opportunity employer.

Key job responsibilities

Plan capacity for worldwide contact center network of Amazon customer service.

Cost and service optimization for customer service organization spread across APAC region.

Manage short term staffing (4-6 weeks) and scheduling of headcount to handle live customer contacts in a 24/7 operational environment.

Improve performance to plan by identifying, measuring and managing key metrics related to customer service

Coordinate with internal and outsourcing network operation teams to meet business service levels.

Engage in process improvement and standardization of processes across all sites in the network.

BASIC QUALIFICATIONS

• 2+ years’ experience in operations or business analysis.
• Bachelor’s degree in statistics, computer science, engineering, or closely related concentrations
• Solid 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 or MBA from a top tier premier institute.
• Contact Center Operations, Resource Planning experience
• Have experience of Workforce Management and Telephony (ACD) Tools.

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Amazon.com, Inc., is an American multinational technology company based in Seattle, with 750,000 employees. It focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is considered one of the Big Four tech companies, along with Google, Apple, and Microsoft.