Capacity Planning Analyst, AP Capacity Planning


  • Plan capacity for worldwide contact centre network for Amazon customer service.
  • Cost and service optimization for customer service organizations spread across APAC region.
  • Manage short term staffing (4-6 weeks) and scheduling of headcount to handle live customer contacts in a 24/7 operational environment.
  • Build short/long term operational plans to optimize customer experience and 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.
  • Engage in process improvement and standardization of processes across all sites in the network.

Amazon is an equal opportunity employer.

Basic Qualifications

  • 2+ years’ experience in operations or business analysis.
  • Bachelor’s degree in statistics, computer science, engineering, or closely related concentrations
  • Solid understanding of SQL and Excel
  • Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability.
  • Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly).

Preferred Qualifications

  • Master’s degree from a top tier institute in statistics, engineering or MBA from a top-tier premier institute.
  • Contact Center Operations, Resource Planning experience
  • Have experience of Workforce Management and Telephony (ACD) Tools.

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