CSNA Senior Workforce Analyst

Amazon’s Customer Service team is looking for an exceptional analyst who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us as Capacity Planning Manager, Worldwide Capacity Planning team. The ideal candidate will possess an analytical background that enables them to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Key responsibilities include:
The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership. He/she will:
· Build operational plans for worldwide contact center network for Amazon customer service to achieve cost and service optimization
· Develop forecasting models that captures the dynamics of retail and digital e-commerce business
· Improve performance to plan by identifying, measuring and managing key metrics related to customer service
· Lead critical projects to improve planning and forecasting efficiency for global operations
· Participate in global customer service initiatives and project roll outs to cater to growing business needs
· Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
· Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
Amazon is an Equal Opportunity – Affirmative action Employer – Minority/Female/Disability/Vet

Basic Qualifications

· 2+ years experience in workforce management/planning/analysis
· Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment
· 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
· Proficient in Microsoft Excel and comfortable in dealing with large amounts of data
· Experience with SQL

Preferred Qualifications

· Application of data mining/machine learning algorithms is preferred
· Experience with making large scale optimization and predictive models is preferred
· Some programming experience is a plus to automate tools whenever appropriate
· Experience with statistical programming languages (i.e. R/Python/ Matlab)
· Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
· Experience in operations management role will be an added advantage
· Bachelor’s degree

Amazon.com is an Equal Opportunity Employer – Minority /
Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age