Global Capacity Planner, Workforce Staffing - GCO
- Amazon
- 3 - 8 years
- Hyderabad
- 15 days ago
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Job Description
The role owns the end-to-end capacity and resource planning for the contact center operation of our Global Candi Services organization. We are looking for an experienced individual who is passionate about the Customer Experience of their internal stakeholder, who thinks and acts globally, and who has the ability to contribute to innovations in our worldwide planning team. Love data as much as we doDo you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutionsDo you like to innovate and simplifyWant to influence at AmazonWe have the career for you. The successful candi will have good communication and organizational skills, superior attention to detail, the ability to prioritize in a fast-paced environment, a desire to innovate and continuously learn, analytical and critical thinking skills, and the customer service focus that the world associates with and expects from Amazon. Working on a diverse project portfolio supporting Planning initiatives and strategy.Cross-functional collaboration across multiple business teams, Operations, Global Outsourcing and Program Management.
Create new reporting & analytic opportunities by analyzing and understanding key planning processes.
Root Cause Analysis and presentations on key initiatives used to influence necessary business actions benefiting the contact center operations
Create optimal capacity plan for the business by managing trade-offs between Candi Experience and Cost Effectiveness.
Coordinate with Operations and PM teams to analyze historical data and demand forecasts and build out headcount planning models for future growth.
Mitigate capacity risks by managing dependencies across multiple operational teams and sites.
Improve and automate existing practices. About the team
The WFS GCO Global Planning Team s mission is to ensure WFS GCO has the right people, in the right place, at the right time with minimal impact from business / tech disruption and strike the right balance between SLA and cost. The team will focus on building organizational capacity that is flexible and scalable. The Planning team will drive results through consistent monitoring of established goals and metrics that successfully measure, communicate results and allow the team to be proactive vs reactive to changing trends and variances. The Planning team acts as a backbone for entire business vertical by tying the organizational goals with the delivery targets and bridging the gaps by effective headcount planning. Bachelors degree, or 3+ years of Amazon (blue badge/FTE) experience
Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
3+ years of capacity planning, operations planning, business analysis or similar experience Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools Tableau, Quicksight, etc.
Experience with statistical analytics and programming languages such as R, Python, Ruby, etc. for more information. If the country/region you re applying in isn t listed, please contact your Recruiting Partner.
Job Classification
Industry: InternetFunctional Area / Department: Data Science & AnalyticsRole Category: Business Intelligence & AnalyticsRole: Analytics ConsultantEmployement Type: Full timeContact Details:
Company: AmazonLocation(s): Hyderabad+ View Contact
Keyskills: Data analysis Business analysis Staffing Analytical Customer service Outsourcing Macros Monitoring SQL Capacity planning
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