DESCRIPTION
At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and self-driven people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Capacity Planning Analyst. The ideal candidate will possess both an analytical background that enables them to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. They are expected to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time actions. Amazon Customer Service is a fast paced environment where every day brings new challenges & opportunities and candidate will experience a wide range of problem solving situations, strategic to tactical to real-time, requiring extensive use of data collection and analysis.
The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, and Finance leadership, develop workforce planning tools & models, perform extensive real-time analysis & work on ‘voice of customer and ‘voice of associate projects to help business make decisions to address some of the unique challenges in this space. They will:
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· Create optimum capacity models & plans for business by managing trade-offs between Customer Experience, Employee Experience, and Cost Effectiveness.
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· Own & publish short-term forecasts and capacity planning reports for multiple business teams for all sites.
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· Determine the optimum capacity planning model & ensure appropriate staffing levels hourly/daily/weekly/monthly basis to achieve targeted service levels.
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· Monitor contact center performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
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· Responsible for reporting on service level misses and the completion of root cause analysis and dive deeps for variances versus plan.
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· Lead capacity planning activities including capacity forecast, expansion, monitoring, and inventory to meet capacity constraint.
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· Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
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· Prepare management reporting by collecting, analyzing, and summarizing data & trends and make recommendations.
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· Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans & ensure execution to plan.
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· Promote process improvement and standardization of processes across all sites in the network.
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· Utilize existing tools and help to drive development of tool improvements.
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· Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
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· Participate in wider customer service projects and initiatives. He/she will own providing optimal CS solutions for upcoming initiatives.
BASIC QUALIFICATIONS
Bachelor Degree in a quantitative field (engineering, economics, math, statistics, finance) with 2+ years hands on experience in analysis is required
· Experience building and analyzing models using various statistical tools for forecasting and optimization.
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· Strong in data analytics (e.g. forecasting, simulation, and optimization techniques).
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· Excellent communication skills (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
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· Proficient in Microsoft Excel and VBA.
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· Experience with making large scale decisions for a network of sites, strongly preferred.
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· Some programming experience is a plus to automate tools whenever appropriate.
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· Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
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· Experience utilizing SQL is a must.
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· Ability to work in fast-pace cross-functional environment exhibiting dedication, enthusiasm, motivation, and persuasive ability.
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· Ability to deep dive and test hypotheses by analyzing data/information from multiple sources.
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· Solid oral and written communication skills both in Chinese and English.
PREFERRED QUALIFICATIONS
MBA or advanced degree in a quantitative field (engineering, economics, math, stats, operations research, finance)
· Capacity Planning experience strongly preferred.
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· Proven hands-on experience of building, maintaining, and improving large scale predictive models.
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· Knowledge of advance statistical and simulation tools (SAS, R, Minitab etc.)
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· Sufficient knowledge of programming to handle large datasets (SQL, VBA, Perl, etc.)
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· Proactive self-starter and dependable
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· Ability to meet tight deadlines and prioritize workloads.
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· Ability to work in fast-pace cross-functional environment exhibiting dedication, enthusiasm, motivation, and persuasive ability.
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· Ability to deep dive and test various hypotheses by analyzing data/information from multiple.


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