Description

　　Amazon’s Worldwide Customer Service team seeking a talented and strategic Headcount Planner (Analyst) to join our D2AS (Devices, Digital and Alexa Support) Capacity Planning team to support EU D2AS. This role requires a data-driven individual with strong analytical skills and business acumen to collaborate with stakeholders on all aspects of CS planning. The successful candidate will play a pivotal role in designing, analyzing, and optimizing D2AS customer service headcount plans, ensuring the right resources are available at the right time to achieve CS goals while managing costs effectively.

　　The ideal candidate will have a strong analytics & statistics experience, ability to understand complex data, diving deep through various information sources and working closely with engineers, central and local / regional operations to rapidly iterate and deliver solutions. Candidate should be able to thinks strategically about customer service efficiency & persuades executives for consensus.

　　Key job responsibilities

　　Responsible for creation and delivery of OU(s) network optimized capacity and staffing plans (labor planning) for long-term staffing forecasts within the 2 months to 3-year window.

　　Simulate various scenarios, and creating comprehensive contingency plans to address potential disruptions.

　　Lead regular strategic and tactical reviews, collaborating with L6-L8 D2AS leaders across operations, program management, global outsourcing, and other key stakeholders and influences inputs to plans to drive towards meeting CS goals.

　　Analyze plan and actual performance data, trends, create reports, conduct variance analyses, and proactively drive CS Ops and CP teams towards performance improvement through effective strategies.

　　Actively participate in OP planning process to create long term plans for EU D2AS

　　Work closely with CS Finance to develop and generate staffing forecasts aligned with financial targets, diving deep into performance and cost impacts to identify opportunities and bridge performance gaps.

　　Identify risks and opportunities, and propose staffing adjustments for efficient cost management.

　　Creates scalable mechanisms and best practices, actively works to remove bottlenecks.

　　Leverage technology to streamline repetitive tasks and ensure consistency and efficiency in forecasting and generating staffing plans.

　　Actively participate in testing and adopting new tools and processes to continuously improve CS capacity planning.

　　Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

　　A day in the life

　　• Analyze performance by diving into key CS metrics like AHT, SL, CPH, and PTL, to identify variances and crafting mitigation plans.

　　• Participate in meetings with various teams – vertical planners, leadership, finance – to discuss business performance, refine plans, and align regional needs with broader D2AS strategy.

　　• Articulate data-driven recommendations to stakeholders, building consensus for proposed changes to plans across three countries.

　　• Support building predictive models, simulate scenarios, and recommend adjustments to staffing plans based on data-driven insights.

　　• Set up and improve mechanisms across EU region, participate in internal initiatives to enhance efficiency, and leverage new technologies.

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

　　Hyderabad, TS, IND

　　Basic Qualifications

　　5+ years of experience quantitative research or analyses

　　3+ years in program/project management

　　Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field

　　Preferred Qualifications

　　Master's degree in in mathematics, statistics, computer science, economics or related field

　　Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

　　Operations research or capacity planning experience

　　Experience working with SAS, R, Python in a professional setting

　　3+ years SQL, Excel, and Access experience

　　Basic/Working knowledge of Six Sigma tools and Lean techniques