Recruitment Team at Amazon
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Amazon - Manager - Capacity Planning - IN/JP (8-14 yrs)
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
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