Capacity Planning Analyst
1 week ago
Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.
The WFS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network.Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon.
We are looking for an experienced and exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Planning Analyst.
The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about candidate service initiatives.
The Planning Analyst will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while partnering closely with Operational leaders and Outsourcing Partners.
Key job responsibilitiesThe successful candidate will have exceptional communication and organizational skills, superior attention to detail, the ability to prioritize in a fast-paced environment, a desire to innovate and continuously learn, strong analytical and critical thinking skills, and the customer service focus that the world associates with and expects from Amazon.
- Analyze forecasted volume and staffing coverage to ensure service delivery targets are met.
- Provide real-time guidance and make appropriate adjustments to maximize resource efficiency.
- Analyze team performance history to determine optimal production and off production activities, shrinkage and occupancy goals.
- Maintain, develop and administer reporting activates to measure plan vs actual across supported regions.
- Improve and automate existing practices.
- Assist in skill blending and profile modification for supported teams.
- Works as SME, drive performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level.
- Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels.
- Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
- Manages business activities such as root cause analysis, profile management, new marketplace and skill launches by working with Operation, Capacity, Scheduling, Program and Change Management and Contact Routing team.
- Scopes out the requirements for new metrics and tools.
The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe.
Our team hires over 1M hourly associates annually and is growing every year; WFS is performing an historic and unprecedented task to bring new people to work for Amazon Operations.
WFS CS (Candidate Services) is a branch of WFS, responsible to enable the hiring process by ensuring candidate has all possible support for their queries.
We are part of Global Planning & Strategy (GPS) team within WFS CS responsible for forecasting, capacity planning (long term & short term) and producing planning analytics.
We are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, IND
BASIC QUALIFICATIONS
- Bachelor's degree in Business, Mathematics, Engineering or a related field.
- 5+ years of working experience in planning / workforce management.
- Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone.
- Knowledge of building capacity planning and scheduling models using Erlang.
- Planning experience for channels like Phone, Email, Chat and SMS.
- Expert knowledge of Advanced Excel with ability to use Solver, SQL or any language which can help automate models.
- Advocate for automation and use of data to solve business problems.
- Ability to work successfully in a dynamic, fastpaced environment.
- Knowledge of Six Sigma/Lean Processes
- Proficient in SQL along with Statistical programming experience using R or Python
- Working knowledge of statistical modeling tools used in forecasting
- Experience extracting and transforming complex data sets (ETL administration)
- Experience in developing reports and dashboards using OBIEE, Tableau or other reporting platforms.
- Natural curiosity and desire to learn
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