Amazon - Manager - Capacity Planning - IN/JP

Capacity Planning Manager - IN/JP

The successful candidate will partner with Customer Service Operations, Global Outsourcing and Workflow team.

He/She will:

- Create optimized short term forecast, scheduling requirement for Amazon's Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness

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

- Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools

- Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis. The successful candidate will design optimal CS capacity solutions for upcoming initiatives

- Coordinate with Operations, Global Outsourcing, Workflow and GCC teams to analyze historical data and forecast demand

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

- Support local site management teams to optimize staffing requirements

- Lead global process standardization initiatives

- Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders