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18/01 Praveen Polimati
Recruitment Team at Amazon

Views:354 Applications:62 Rec. Actions:Recruiter Actions:28

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

Hyderabad Job Code: 1035115

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

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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