Headcount Planner, D2AS

1 month ago

Hyderabad, India ADCI HYD 20 SEZ Full time
At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for a talented Headcount Planner (Analyst) to join the D2AS Capacity Planning team. This role requires someone with strong analytic skills and business acumen who will work with stakeholders on planning aspects within CS. The D2AS CS HCP team is responsible for operational contact center headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for assigned OUs in D2AS CS. The ideal candidate will have a strong analytic background that enables him/her to manage global network planning, a demonstrated ability to think broadly and strategically about customer service initiatives and the ability to persuade executives to build consensus on objectives.

Key job responsibilities
Responsible for creation and delivery of OU(s) network optimized capacity and staffing plans for long-term staffing forecasts within the 2 month to 3 year window.

Lead regular strategic and tactical discussions with the Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing plan and forecasts across the D2AS 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 staffing forecast accuracy and automation of the process across D2AS.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders

PREFERRED QUALIFICATIONS

- Master's degree in in mathematics, statistics, computer science, economics or related field
- Operations research or capacity planning experience
- Experience working with SAS, R, Python in a professional setting
- Basic/Working knowledge of Six Sigma tools and Lean techniques

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