Job Description

DESCRIPTION

Amazon\'s Customer Service (CS) team is seeking an exceptional planner who is passionate about the customer experience, who thinks/acts globally, and will set up headcount planning practices for an emerging new vertical within CS. This is an opportunity to be part of the growth story of the Social Media (SM) CS and Worldwide Capacity Planning (WWCP) teams. In this role, you will be work on SM capacity planning while supporting WWCS initiatives and strategy.

The successful candidate will work in lock step with multiple business teams, SM Operations, Vertical Capacity planning teams, SM Program Management and Finance leadership.

Key job responsibilities
- Drive headcount planning and hiring strategy for SM by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
- Partner with vertical planning teams to drive SM strategy, setup inspection mechanisms to ensure that business strategy is translated into WWCP plans.
- Drive financial disciple and own the reporting and dive deep on financials.
- Create new reporting and analytic opportunities by analyzing and understanding key planning processes
- Coordinate with Operations, vertical planning teams, HR/Recruiting and Finance teams to analyze historical data and forecast headcount.
- Support local site management teams to optimize staffing requirements
- Thought leadership on integration of new products/services supported by CS and SM.

A day in the life
A day in life of SM headcount planner comprises of

- Reviewing daily business performance on productivity metrices (AHT, SL, CPH, Occupancy and PTL) at various time horizon (daily, weekly, or monthly) for business against the plan. Analyzing variance and mitigation plan
- Three to four hour per day will be part of scheduled meetings with vertical planners, stakeholders, and internal team to run the business.
- Setting up, reviewing, and improving mechanisms to support nine different OUs spread across three regions.
- Working on internal CP and SM wide initiatives and projects.

About the team
SM Capacity planning (SMCP) team is part of WWCP team in CS. SMCP team is relatively new and is formed to support SMCS as a sub vertical with stores.
Being a new team supporting a sub vertical we have opportunity to learn SM, how to go about setting up a sub vertical and work in partnership with Operations teams to make strategy, device operating plans and manage volatility as day to day running of business.
It is always Day 1 in SMCP.

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

Bengaluru, KA, IND | Hyderabad, TS, IND

BASIC QUALIFICATIONS

- Bachelor\'s degree in mathematics, statistics, computer science, engineering, economics or related field
- 3-5 years of relevant experience in a capacity planning function.

PREFERRED QUALIFICATIONS

- Master\'s degree in in mathematics, statistics, computer science, economics or related field Operations research or capacity planning experience
- Advanced knowledge of MS excel and proficiency in MS office and other related applications.
- Experience working with SAS, R, Python in a professional setting 3+ years SQL, Excel, and Access experience.
- Basic/Working knowledge of Six Sigma tools and Lean techniques

Amazon