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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.
  • Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field.

  • Master's degree in in mathematics, statistics, computer science, economics or related field.

  • Operations research or capacity planning experience

  • Experience working with SPSS, SAS, R, Python in a professional setting

  • 3+ years SQL, Excel, and Access experience

  • Basic/Working knowledge of Six Sigma tools and Lean techniques

  • Qualification:

    5+ years of experience quantitative research or analyses 3+ years in program/project management

  • Job Type:

    full_time

  • Salary:

    As per industry standard

  • Location:

    Hyderabad, Hyderabad, - India

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