Short Term Planning Manager Full-Time

1 month ago

hyderabad, India HyreFox Consultants Full time

Short Term Planning Manager

Summary of Responsibilities

This person would beresponsible for managing the team that develops the short-term plans for the EU CSnetwork. He/ She will also be leading the long term and short term planning forGO, partners. Strong initiative, team leadership, project management, andquantitative skills are imperative, as well as the ability to lead and growtop-notch people. This will be a high visibility role and the candidate willhave to interact with Sr. Amazon CS leadership on a regular basis to keep themupdated on the network and participate in both tactical short term andstrategic long term planning initiatives. The successful candidate will:
· Work in lock-step with CS Operations and Global Outsourcing account team
· Create optimal short term plans for business by managing trade-offs betweenCustomer Experience/Service Levels, Employee Experience, and CostEffectiveness.
· Mitigate capacity risks by managing dependencies across multiple operatingunits and sites. Clearly communicate dependencies and manage/trackexpectations.
· Manage the analyses of daily, weekly, and monthly reporting of contact centerperformance via Key Performance Indicators.
· Manage a team of Capacity Planning Analysts


Internal job description
Amazon is looking for a leader who is passionate about the Customer Experience,who thinks/acts globally, and who has the ability to contribute major newinnovations in the industry. As our Manager, EU Capacity Planning, you willcreate and deliver a cost-effective and comprehensive global capacity solutionfor the EU Customer Service (CS) network. The ideal candidate will possess astrong analytical background that enables him/her to analyze and optimize the CSnetwork, and standardize planning activities within EU and Worldwide teams.He/she will experience a wide range of problem-solving situations, ranging fromshort-term to strategic to decisions requiring the use of data collection andanalysis. The successful candidate possesses superb business judgment, with atrack record of successful relationship management, with experience generatingand managing plans, reports, and analyses. The position requires an individualwho can work autonomously in a highly demanding and often ambiguousenvironment, with strong attention to detail and exceptional organizationalskills.

This person would beresponsible for managing the team that develops the short-term plans for the EU CSnetwork. He/ She will also be leading the long term and short term planning forGO, partners. Strong initiative, team leadership, project management, andquantitative skills are imperative, as well as the ability to lead and growtop-notch people. This will be a high visibility role and the candidate willhave to interact with Sr. Amazon CS leadership on a regular basis to keep themupdated on the network and participate in both tactical short term andstrategic long term planning initiatives.

The successful candidate will:
· Work in lock-step with CS Operations and Global Outsourcing account team
· Create optimal short term plans for business by managing trade-offs betweenCustomer Experience/Service Levels, Employee Experience, and CostEffectiveness.
· Mitigate capacity risks by managing dependencies across multiple operatingunits and sites. Clearly communicate dependencies and manage/trackexpectations.
· Manage the analyses of daily, weekly, and monthly reporting of contact centerperformance via Key Performance Indicators.
· Manage a team of Capacity Planning Analysts
 Qualification & Skills Required

Bachelor’s Degree in a quantitative field (Engineering, Economics, Maths, etc) required 5+ years Operations/Analysis/Planning experience required · Fluency in solving optimization problems Ability to effectively communicate with senior leadership

Preferred Qualification

MBA from Top Tier B school · Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate. Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment. Excellent communication skills, both written and verbal. · Ability to work successfully in a dynamic, ambiguous environment. Ability to meet tight deadlines and prioritize workloads. Ability to develop new ideas and creative solutions.

Other Details

Keywords : People Management experience, Analytical skills, Customer service background Industry : Internet/Ecommerce Employement Type : PERMANENT

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