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19/05 HR
HR Executive at Talisman HR

Views:584 Applications:151 Rec. Actions:Recruiter Actions:24

Manager - Capacity Planning - eCommerce (5-8 yrs)

Hyderabad Job Code: 823028

Skills & Experience: 

Senior training decision analyst project management, pulling data from SQL and driving models on python. Expertise in VBA, python, R. Capacity Planning

- Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.

- Cost and service optimization for customer service organizations spread across 20+ countries worldwide.

- Manage short term staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple businesses and geographies.

- Build short/long term operational plans for different global sites to optimize variable costs associated with staffing

- Improve performance to plan by identifying, measuring and managing key metrics related to customer service

- Capture the right metrics to influence stakeholders and measure success

- Participate in global customer service initiatives and project rollouts to cater to growing business needs

- Coordinate with internal and outsourcing network operation teams to meet business service levels.

- Promote process improvement and standardization of processes across all sites in the network.

Women-friendly workplace:

Maternity and Paternity Benefits

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