Job Description

DESCRIPTION Amazon.com is an equal opportunity employer and 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. Amazon\'s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company\'s DNA. The world\'s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. At Amazon, we\'re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you\'d like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional analyst who is passionate about raising the performance bar, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry. The ideal candidate will possess both an analytical background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The analyst will disambiguate the complexities of new information and launches that impacts the contact forecasts and demonstrate results by owning the forecast accuracy metrics. The role requires a solid understanding of the underlying business drivers and forecasting models, and ability to apply the different forecast modelling techniques to practical use. The role proactively manages the upstream dependencies and evolving the simple and scalable intake mechanism of different inputs that impacts the contact forecast. This role participates in weekly/monthly/quarterly business reviews and influences the L7/L8s in CS Operations on contact forecast and hence staffing related decisions. The role uses analytical expertise and judgement to determine the right contact per unit (CPU) goals for the CS OU Director. This role actively participates in the hiring process and acts as a mentor to the new hires/ interns and drives key projects to adopt automation/ standardization within the Worldwide Capacity Planning team. Key job responsibilities The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership. He/she will: . Develop Long term and Short term forecasts for staffing customer service associates for amazon contact center network . Develop forecasting models that captures the dynamics of retail and digital e-commerce business. . Improve performance to forecast by identifying, measuring and managing key metrics related to customer service. . Lead critical projects to improve planning and forecasting efficiency for global operations. . Participate in global customer service initiatives and project roll outs to cater to growing business needs. . Coordinate with internal and outsourcing network operation teams to meet business service levels. . Promote process improvement and standardization of processes across all sites in the network. We are open to hiring candidates to work out of one of the following locations: Hyderabad, TS, IND BASIC QUALIFICATIONS . Bachelor\'s Degree in a quantitative field (engineering, economics, math, stats) required. . 3+ years of related work experience . Expertise in Process Improvement in Demand Planning and Forecasting Processes including process automation . Proficient in Microsoft Excel and comfortable in dealing with large amounts of data. . Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment . Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability . Excellent communication skills both verbal and written ability to present detailed technical analysis, assumptions, and recommendations succinctly. PREFERRED QUALIFICATIONS . Masters in quantitative field or Business Administration highly preferred. . Experience working with various forecasting tools in standard ERP or open source tools such as R & Python or packaged tools . Experience working with database & SQL . Lean-Six Sigma Black Belt

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