Job Description

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need
exceptionally talented, bright, and drien people. !" you'd like to help us build the place to "ind and buy
anything online, this is your chance to make history. #e are looking "or an exceptional analyst who is
passionate about raising the per"ormance bar, who can work closely with multiple stakeholders in
di""erent geographies, and who has the ability to drie new innoations in the customer serice
industry to $oin us as %apacity &lanning Analyst, #orldwide %apacity &lanning team. The ideal
candidate will possess both an analytical background that enables him'her to manage global network
planning, and a demonstrated ability to think broadly and strategically about customer serice
initiaties. (he'he will experience a wide range o" problem soling situations, strategic to real-time,
re)uiring extensie use o" data collection and analysis.
*ey responsibilities include+
The success"ul candidate will work in lock-step with multiple business teams, %( ,perations, -lobal
,utsourcing, &rogram .anagement and /inance leadership. 0e'she will+
Capacity Planning for worldwide contact center network for Amazon customer service.
Cost and service optimization for customer service organization spread across 20+ countries
worldwide.
Manage headcount staffing and scheduling for a headcount that runs to tens of thousands supporting
multiple usiness and geographies.
!evelop forecasting models that captures the dynamics of retail and digital ecommerce usiness.
"uild short#long term operational plans for different gloal sites to optimize variale costs associated
with staffing
$mprove performance to plan y identifying% measuring and managing key metrics related to customer
service
&ead critical pro'ects to improve planning and forecasting efficiency for gloal operations.
Participate in gloal customer service initiatives and pro'ect roll outs to cater to growing usiness needs
Coordinate with internal and outsourcing network operation teams to meet usiness service levels.
Promote process improvement and standardization of processes across all sites in the network
1asic 2uali"ications
*nowledge 3 (kills 4e)uired
"achelor(s !egree in a )uantitative field *engineering% economics% math% stats+ re)uired. Masters in
)uantitative field or "usiness Administration highly preferred
,+ years of work e-perience. .-perience in operations management role will e an added advantage
Aility to work efficiently in a dynamic and amiguous environment y comining analytical rigor and
'udgment
/trong commitment to e-ceptional customer e-perience% enthusiasm to drive positive change and
persuasive aility.
.-cellent communication skills oth veral and written *aility to present detailed technical analysis%
assumptions% and recommendations succinctly
Proficient in Microsoft .-cel and comfortale in dealing with large amounts of data.
&re"erred 2uali"ications
&re"erred 2uali"ications
Analytics e-perience with ig data is preferred
.-perience with making large scale optimization and predictive models is preferred
/ome programming e-perience is a plus to automate tools whenever appropriate
.-perience utilizing /0& and 1"A
2his is a gloal role where key stakeholders are spread across geography#time zones. Concerned
individual should e motivated#fle-ile enough to work in 3/#.urope day time *$ndia 4ight hours+.