Capacity Planning Analyst

4 weeks ago

Hyderabad, Telangana, India ADCI HYD 13 SEZ Full time

About the Role

We are seeking a highly skilled Capacity Planning Analyst to join our team at ADCI HYD 13 SEZ. As a key member of our workforce management team, you will be responsible for analyzing forecasted volume and staffing coverage to ensure service delivery targets are met.

Key Responsibilities

  • Analyze team performance history to determine optimal production and off-production activities, shrinkage, and occupancy goals.
  • Provide real-time guidance and make appropriate adjustments to maximize resource efficiency.
  • Maintain, develop, and administer reporting activities to measure plan vs. actual across supported regions.
  • Improve and automate existing practices.
  • Assist in skill blending and profile modification for supported teams.
  • Work as a Subject Matter Expert (SME), drive performance calls 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.
  • Manage 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 teams.
  • Scope out the requirements for new metrics and tools.

About the Team

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.

Requirements

  • 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 the ability to use Solver, SQL, or any language that can help automate models.
  • Advocate for automation and use of data to solve business problems.
  • Ability to work successfully in a dynamic, fast-paced environment.

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