Description

　　Amazon provides enterprises the opportunity to sell their goods on the Amazon platform Worldwide, more than a million of sellers use this Marketplace and thereby contribute to the success of Amazon.

　　Amazon is growing its Amazon Global Selling (AGS) business in China aggressively. In this context, Amazon is seeking a creative, dynamic and result orientate individual contributor to join us.

　　We are looking for a highly motivated individual with experience in Contact Center resource planning and process improvement who possesses a clear understanding of Contact Center dynamics, advanced planning ability and good communication skills.

　　Experience of working with a workforce management tool is essential, whilst experience of working with database and reporting tools is also required.

　　An advanced level knowledge of Microsoft Excel is essential, whilst a good working knowledge of SQL is also preferable.

　　Key job responsibilities

　　Planning and monitoring the operational performance to ensure that Amazon meet their objectives for managing customer contact

　　Maintaining standardized Capacity Plans, including tracking the productivity and performance figures for all sub-ous within China seller support network

　　Identify process improvement opportunities and drive workflow optimization to enhance operational efficiency.

　　Effectively communicate with key decision-makers on resource planning issues

　　Understand and promote principles of Resource Planning within Amazon

　　The role requires the right individual to

　　Work closely with Global stake holders to plan capacity with efficiency and flexibility.

　　Provide added value contact center information, to enable operational managers to make effective decisions

　　Communicate effectively with Senior Management

　　Collecting the data that is required to produce cost effective resource models

　　Identify potential performance issues/opportunities

　　Be innovative in making cost effective recommendations and drive changes.

　　Improve the strong link between Resource Planning and Operational Management

　　Understand the Amazon Selling Partner Support contact handling strategy

　　Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks

　　Support cross-section processes and procedures

　　We are open to hiring candidates to work out of one of the following locations:

　　Beijing, 11, CHN | Chengdu, 51, CHN

　　Basic Qualifications

　　5+ years of experience leading project delivery for medium, cross functional projects.

　　Bachelor's degree preferred and/or recognized equivalent work experience.

　　5+ years' experience of demand and capacity planning in multi-channel and multi-site contact centers.

　　Fluent written and oral English communication.

　　Advanced MS Excel skill and SQL skill.

　　Strong analytic skill and experience with data visualization using PowerBI, Quicksight, or similar tools

　　Experience developing operational process and technologies to drive service quality and operation efficiency.

　　Proven ability in building models and manipulating data to drive business decisions and improvements

　　Experience in a fast paced, high-pressure office environment.

　　Preferred Qualifications

　　Master degree or MBA.

　　Certified PMP or Six Sigma Black/Green Belt

　　Experience in ecommerce is a plus.

　　Experience in budget/cost management or modelling.

　　Ability to think both strategically and tactically.