Capacity Planning Analyst Job in Amazon

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Capacity Planning Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.

The ideal candidate will possess experience in typical workforce management disciplines: interval level forecast, scheduling, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations mainly focusing on the outsourcing network starting with Short term forecasting, allocations and reporting.

Positions may be located in any of the following locations: BLR, HYD

Responsibilities:
Develop and own Partner STFs that effectively deliver volume requirements by site to consistently achieve service level commitments.
Leads weekly STF review meetings detailing the volume requirements for next week and providing direction to the partner sites on optimizing or revising commits where needed.
Own Partner allocation processes and optimize to reduce waste and repetetive tasks on the team
Manage partner allocation setting in our GACD systems in conjunction with the CRA team.
Responsible for optimizing current reporting for partner daily variances.
Reviews and processes partner hours of operations and new requests for hoop change requests.
Performs ongoing analysis of current partner commits and forecast and efficiencies to ensure proper staffing in partner skills 24X7.

BASIC QUALIFICATIONS

Basic Qualifications
4+ years experience in Contact Center support role required.
Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.
Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat.
Analytical and solid communications skills are essential to be successful in this role
Advanced skills using Microsoft Excel in a business environment
Speaking-listening-writing skills, attention to details, proactive self-starter

PREFERRED QUALIFICATIONS

Preferred Qualifications
Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
Experience managing Aspect IDPs highly desirable.