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17/12 Ramya Galla
Recruiting Manager at Amazon Development Center

Views:2955 Applications:287 Rec. Actions:Recruiter Actions:222

Amazon.com - Sr Manager - Asia Capacity Planning (10-15 yrs)

Hyderabad Job Code: 182532

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. 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.

Position Description: Sr. Manager, Asia Capacity Planning

Location: Hyderabad, India

Reportees: Capacity Planning Managers/ Workflow teams

Reporting to; Director, Global Capacity Planning

Summary of Responsibilities:

Amazon is looking for a leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry.

- As our Sr. Manager, Asia Pacific Customer Service Capacity Planning and Analysis, you will create and deliver a cost effective and comprehensive capacity solution for our China, India and Japan Customer Service network.

- The ideal candidate will possess a strong analytical background, which enables him/her to analyze and optimize CS network, standard work and lean experience. The candidate will be required to think broadly about customer service initiatives such as new partner/project roll-outs on a global basis.

- He/she will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis.

- The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses.

- The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

Key responsibilities:

- This person is responsible for managing a 40+ person team that develops and implements network staffing, optimization models and workflow models for headcount planning.

- He/She will also be managing capacity planning, workflow operations, scheduling of associates, service level goals and routing of all customer contacts using cutting edge in-house technology for both internal sites and outsource service partners globally.

- Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people.

- Recognized by both customers and other businesses for our customer service excellence, we're looking for someone with a unique blend of skills who wants to make an impact.

- The successful candidate will work in lock-step with CS Operations, Global Outsourcing, Finance and Tech leadership.

He/She will:

- Drive the strategic direction of Amazon's China, India and Japan CS capacity planning (long-term) and workforce management (short-term) network strategy, outsourcer strategy, new site requirements, geographic diversification, etc.

- Work closely with CS leadership and be part of leadership team

- Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness

- Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations

- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key

Performance Indicators:

- Key Influencer/Business Owner for telephony, capacity planning, and workforce management decision support systems capabilities. Provides input and thought leadership on new tool capabilities and enhancements

- Lead new product launches from CS support model perspective

- Support local site management and workflow teams to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA

- Analyse drivers of significant forecast misses to continuously improve forecasting

- Manage a team of Analysts and Managers

- Drive organizational changes in response to growth/expansion of Amazon customer service business (volume growth, country expansion, product launches)

Basic Qualifications:

- Masters or Bachelor's Degree in quantitative field (Engineering, Economics, Maths, etc) required

- Significant Operations/Analysis/Planning experience required

- Fluency in Microsoft Excel

Preferred Qualifications:

- Operations Research or Capacity Planning experience or MBA strongly preferred

- Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate

- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

- Excellent speaking-listening-writing skills, attention to details, proactive self-starter

- Ability to work successfully in a dynamic, ambiguous environment

- Ability to meet tight deadlines and prioritize workloads

- Ability to develop new ideas and creative solutions

- Multi-lingual proficiency a plus

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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