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11/04 Ryyarlag
HR at Amazon

Views:3072 Applications:555 Rec. Actions:Recruiter Actions:35

Amazon - Senior Manager - Data Analytics & Workforce Management (10-20 yrs)

Bangalore Job Code: 815901

- Have you ever thought about what it takes to detect and prevent fraudulent purchases among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted store where millions of buyers and sellers can safely transact online? Are you passionate about work force planning in a very ambiguous environment and ready for the next step in leading and building a team of your own? If you are passionate around developing new and innovative planning methods, data analytics that combine finance, operations excellence, business insights and technology, Selling Partner Trust, Abuse, Risk, and Reviews (STAR) team is looking for you.

- We need a passionate, innovative leader to lead the end to end workforce & capacity planning, data analytics and efficiency improvement. He/She will be managing WF & capacity planning, model development, recommendations for operational site planning and recommendations for work routing globally. Strong initiative, inquisitive curiosity, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow talent. 


- The team will develop world class processes and tools that will drive the efficient WF planning, Capacity and cost management for the Selling Partner Trust, Abuse, Risk, and Reviews (STAR) team which allows them the ability to ensure the right skill, right time - globally 24x7x365. The Team handles tens of millions of cases with varied unique demand drivers. Effectively leading this function will result in lower operational costs and deliver a superior Seller experience.

- The ideal candidate will have outstanding business acumen and judgment, excellent analytical abilities, strong technical skills, superior written and verbal communication skills, and the ability to influence cross-functional teams. They will have a strong bias toward data driven decision making. 


- They will be a self-starter, comfortable with ambiguity and juggling multiple projects, able to think big and be creative (while paying careful attention to detail), and will enjoy working in a fast-paced dynamic environment. They will work closely with Operations and Finance teams around the world.

Job Responsibilities include:

- Drive the strategic direction of WF & capacity planning (long-term) and (short-term), staff solutions strategy, and geographic diversification

- Create optimal capacity plan and set staffing targets for our Operations teams by managing trade-offs between Seller Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness

- Lead a team to develop Seller Risk Resource Planning process automation (1) Capacity Planning, (2) Long and short term forecasting (3) Work Force management (4) delivery on cost improvements, (5) reporting, and (6) future Hands-Off-The-Wheel (HOTW) of planning and scheduling.

- Will be responsible to collaborate and align forecasted demand

- Mitigate capacity risks by making recommendations on managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations on accuracy of forecasts.

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

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

- Support local site management and workflow teams to optimize staffing requirements.

- Manage a team of capacity modelers and analysts.

- Assess available technology to support our global capacity planning needs

- Lead the data analytics and visualization tool team

Basic Qualifications :

- Bachelor's/Master's degree with specialization in Finance/ Accounting/ Economics/ Maths/ Business or equivalent experience

- 10+ years- hands-on experience leading operational forecasting, staffing, and scheduling for a multi-location operation and data analytics

- 5+ years of experience managing a team

- Demonstrated proficiency with data mining & analytics tool

Preferred Qualifications :

- Previous Capacity Planning / Forecasting, Work Flow management experience strongly preferred as well as experience with business intelligence and analytics

- SQL or programming experience

- Operational experience in a high volume call and/or technical support environment

- Advanced degree in a quantitative field

- Detailed understanding of forecasting and presenting financial and non-financial data

- Experience working with senior leaders in automating and implementing new systems and processes

- Ability to build complex models using various statistical tools for optimization and then communicating plans or risks clearly

- Deep experience in analysis, planning, data analysis, reporting and communications

- Meets/exceeds Amazon's leadership principles requirements for this role

- Meets/exceeds Amazon's functional/technical depth and complexity for this role

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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