Global Capacity Planner, Workforce Staffing
2 days ago
The role owns the end-to-end capacity and resource planning for the contact center operation of our Global Candidate Services organization. We are looking for an experienced individual who is passionate about the Customer Experience of their internal stakeholder, who thinks and acts globally, and who has the ability to contribute to innovations in our worldwide planning team.
Key job responsibilities
Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.
The successful candidate will have good communication and organizational skills, superior attention to detail, the ability to prioritize in a fast-paced environment, a desire to innovate and continuously learn, analytical and critical thinking skills, and the customer service focus that the world associates with and expects from Amazon.
- Working on a diverse project portfolio supporting Planning initiatives and strategy.
- Cross-functional collaboration across multiple business teams, Operations, Global Outsourcing and Program Management.
- Create new reporting & analytic opportunities by analyzing and understanding key planning processes.
- Root Cause Analysis and presentations on key initiatives used to influence necessary business actions benefiting the contact center operations
- Create optimal capacity plan for the business by managing trade-offs between Candidate Experience and Cost Effectiveness.
- Coordinate with Operations and PM teams to analyze historical data and demand forecasts and build out headcount planning models for future growth.
- Mitigate capacity risks by managing dependencies across multiple operational teams and sites.
- Improve and automate existing practices.
About the team
The WFS GCO Global Planning Team's mission is to ensure WFS GCO has the right people, in the right place, at the right time with minimal impact from business / tech disruption and strike the right balance between SLA and cost. The team will focus on building organizational capacity that is flexible and scalable. The Planning team will drive results through consistent monitoring of established goals and metrics that successfully measure, communicate results and allow the team to be "proactive" vs "reactive" to changing trends and variances. The Planning team acts as a backbone for entire business vertical by tying the organizational goals with the delivery targets and bridging the gaps by effective headcount planning.
- Bachelor's degree, or 3+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
- 3+ years of capacity planning, operations planning, business analysis or similar experience
Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc.
Experience with statistical analytics and programming languages such as R, Python, Ruby, etc.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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