Head count planner
World's most customer centric e-commerce company is looking for a talented senior analyst to join the Customer Service Capacity Planning team in support of Strategic Projects.
Job Description:
· Working on a diverse project portfolio supporting CS Capacity Planning initiatives and strategy.
· The successful candidate will work in lock step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership.
. 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 Effectivenes
. Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
· Create new reporting & analytic opportunities by analyzing and understanding key planning processes
. Coordinate with Operations, Global Outsourcing, HR/Recruiting and Finance teams to analyze historical data and forecast demand
. Support local site management teams to optimize staffing requirements
· Thought leadership on integration of new products/services supported by CS.
Ideal Candidate:
- This role requires someone with strong analytic skills and business acumen who will work with stakeholders on strategic projects within CS.
- Some examples of project work may include support of long-term CS site strategy; planning model input forecasting and general project evaluation for CS network cost, quality, scale, flexibility and business continuity.
- 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.
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Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field.
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Master's degree in in mathematics, statistics, computer science, economics or related field.
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Operations research or capacity planning experience
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Experience working with SPSS, SAS, R, Python in a professional setting
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3+ years SQL, Excel, and Access experience
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Basic/Working knowledge of Six Sigma tools and Lean techniques
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Qualification:
5+ years of experience quantitative research or analyses
3+ years in program/project management
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Job Type:
full_time
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Salary:
As per industry standard
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Location:
Hyderabad, Hyderabad, - India
