Cs Eu Headcount Planner, Eu Customer Service

3 weeks ago

Hyderabad, India ADCI HYD 20 SEZ Full time

Knowledge & Skills Required - Requires a Master's degree from a top tier institute in statistics, engineering, mathematics, economics or MBA from a top tier premier institute.
- Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment.
- 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.
- Proficient in Microsoft Excel and comfortable in dealing with large amounts of data.
- Experience with statistical programming languages (i.e. R, SAS, Matlab).
- Experience utilizing SQL, VBA.

Amazon's Customer Service (CS) planning department, Worldwide Capacity Planning is seeking a CS Headcount Planner to join the EU CS Headcount Planning (EU CS HCP) team. The EU CS HCP team is responsible for operational contact centre headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the EU Stores within EU CS.

This role will be based out of HYD (IN). This is a highly visible role and one that is ideal for an experienced contact centre planner with a capacity planning background, or an experienced general business analyst looking to move their career into the world of capacity planning.

Scope and Deliverables
- Responsible for creation and delivery of the

Store network optimized capacity and staffing plans for short-term and long-term staffing forecasts within the 1-4 year window.
- Lead regular strategic and tactical discussions with the Store Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing and contacts forecast across the Store network.
- Work closely with CS Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.
- Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.
- Lead weekly headcount and contact forecast presentation meetings with all stakeholders including operations management, HR, finance, and workflow.
- Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.
- Responsible for dive deeps and complex analysis to understand variances to planned metrics.
- Evaluate and implement opportunities for improving contact and staffing forecast accuracy and automation of the process across EU.
- Collaborate with EU and Worldwide teams for the creation of global standardized reporting, processes and models.
- Produce regular reports and analysis. Write systems queries to gather data, and perform data-mining and analysis using tools including MS Excel, SQL and Microstrategy.

Key job responsibilities
Responsible for creation and delivery of the OU network optimized capacity and staffing plans for short-term and long-term staffing forecasts within the 1-4 year window.

Lead regular strategic and tactical discussions with the Store Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing and contacts forecast across the Store network.

Work closely with CS Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.
Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.

Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.

Evaluate and implement opportunities for improving contact and staffing forecast accuracy and automation of the process across EU.
Collaborate with EU and Worldwide teams for the creation of global standardized reporting, processes and models.

About the team
The EU CS HCP team is responsible for operational contact centre headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the EU Stores within EU ASCS.

Hyderabad, TS, IND

Preferred Qualifications - Application of data mining/machine learning algorithms is preferred
- Experience with making large scale optimization and predictive models is preferred
- Some programming experience is a plus to automate tools whenever appropriate
- This is a global role where key stakeholders are spread across geography/time zones. Concerned individual should be motivated/flexible enough to work in US/Europe day time.
- Experience in operations management role will be an added advantage

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