Capacity Planning Manager Full-Time
1 week ago
The ideal candidate will possess both anoptimization background that enables them to manage quantitative planning, anda demonstrated ability to think broadly and strategically about customerservice initiatives such as new product and project roll-outs on a globalbasis. The successful candidate will experience a wide range of problem-solvingsituations, requiring extensive use of data collection and analysis, as well asworking with stakeholders worldwide to operationalize short term capacityplanning and scheduling decisions. The successful candidate will partner withCustomer Service Operations, Global Outsourcing, and Workflow team. He/She will:- Create optimized short-term forecast, scheduling requirements for Amazon’sCustomer Service business by managing trade-offs between CustomerExperience/Service Levels, Employee Experience, and Cost Effectiveness-Mitigate capacity risks bymanaging dependencies across multiple operating units and sites. Clearlycommunicate dependencies and manage/track exceptions-Partner with customer servicetechnology teams on new initiatives, including the launch of industry-leadingdecision support tools-Participate in new customerservice projects and initiatives such as new business, skill, and contact channelroll-outs on a global basis. The successful candidate will design optimal CScapacity solutions for upcoming initiatives-Coordinate with Operations,Global Outsourcing, Workflow, and GCC teams to analyze historical data andforecast demand-Manage the analyses of daily,weekly, and monthly reporting of contact center performance via Key PerformanceIndicators-Support local site managementteams to optimize staffing requirements-Lead global processstandardization initiatives-Fully leverage existing and newtechnology and decision support tools, including global standardization ofreporting for stakeholdersQualification & SkillsRequired-Degreein mathematics, statistics, computer science, engineering, economics, or relatedfield-Experiencetranslating roadmaps and key performance indicators as well as recommendationsto senior leaders-5+ yearsof direct experience in quantitative research or analyses-5+ yearsin program/project management-Experienceutilizing SQL-AdvancedExcel and Access skillsPreferred Qualification-Analysisexperience in Customer Service or Operations preferred-OperationsResearch or Capacity Planning experience strongly preferred-Someprogramming experience is a plus to automate tools whenever appropriate-DatabaseAdministration skills-Basic/Workingknowledge of Six Sigma tools and Lean techniques preferred-Strongcommitment to exceptional customer experience, and a high level of dedication,enthusiasm, motivation, and persuasive ability in a team and cross-functionalenvironment-Excellentspeaking-listening-writing skills, attention to detail, proactive self-starter-Abilityto work successfully in a dynamic, ambiguous environment-Abilityto meet tight deadlines and prioritize workloads-Abilityto develop new ideas and creative solutions-Exceptionalinfluencing and leadership skills
Other Details
Keywords
: Workforce and demand planning experience, Analytical background, Strong stakeholder managementIndustry
: Internet/EcommerceEmployement Type
: PERMANENT
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