Description

　　At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.

　　We are looking for a talented Headcount Planner (Analyst) to join the D2AS Capacity Planning team. This role requires someone with strong analytic skills and business acumen who will work with stakeholders on planning aspects within CS. The D2AS CS HCP team is responsible for operational contact center headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for assigned OUs in D2AS CS. The ideal candidate will have a strong analytic background that enables him/her to manage global network planning, a demonstrated ability to think broadly and strategically about customer service initiatives and the ability to persuade executives to build consensus on objectives.

　　Key job responsibilities

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

　　Lead regular strategic and tactical discussions with the Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing plan and forecasts across the D2AS network.

　　Work closely with CS Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.

　　Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.

　　Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.

　　Evaluate and implement opportunities for improving staffing forecast accuracy and automation of the process across D2AS.

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

　　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

　　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

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $51,200/year in our lowest geographic market up to $123,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.