Headcount Planner, Wwcp

1 week ago

Hyderabad, India ADCI HYD 20 SEZ Full time

Degree in mathematics, statistics, computer science, engineering, economics or related field
- Experience translating roadmaps and key performance indicators as well as recommendations to senior leaders
- 3+ years of direct experience in Capacity Planning or Labor Modeling or Business Analyst role
- 3+ years of direct experience in quantitative research or analyses
- 3+ years in program/project management
- Experience working with SPSS or other statistical software packages
- Experience writing SQL queries
- Advanced Excel and Access skills
- Excellent Verbal and Written Communication Skills

Job summary

A day in the life

About the hiring group

Job responsibilities
- Create optimized headcount and hiring plans for Amazon’s Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
- Lead conversations with Site Leaders, Directors across the Globe on long term strategy and vision for their sites and the Network. Write high quality documents to conduct weekly, monthly and quarterly review meetings with Senior Leaders across the Globe, and advising them on solutions to best protect Customer and employee experience while optimally utilizing the available capacity
- Mitigate capacity risks by managing dependencies across multiple operating units and sites.
- Identify and drive Process improvement initiatives partnering with customer service technology teams
- Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis. Coordinate with Operations, Global Outsourcing, HR/Recruiting and Finance teams to analyze historical data, conduct trend analysis using statistical methods, to forecast metrics and demand
- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
- Lead global process standardization initiatives
- Analysis experience in Customer Service or Operations preferred
- Operations Research or Capacity Planning experience strongly preferred
- Some programming experience is a plus to automate tools whenever appropriate
- Database Administration skills
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- Time management skills with demonstrated ability to operate in a fast-paced environment and juggle ever-changing priorities and deadlines.
- 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 speaking-listening-writing skills, attention to detail, proactive self-starter
- 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
- Exceptional influencing and leadership skills

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