Description

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and 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 raising the performance bar, 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 in Worldwide Capacity Planning 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 service initiatives. She/he will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Department: Customer Service (CS) (https://www.amazon.jobs/jp/business_categories/amazon-customer-service)

Location: Tokyo (Shinagawa office) (https://www.amazon.co.jp/b?node=5589794051) , Miyagi (Sendai office) (https://www.amazon.co.jp/b?node=5651324051) , Fukuoka office (https://www.amazon.co.jp/b?node=5651335051)

Key job responsibilities

1. Responsible for supporting and enhancing the performance of the site with respect to optimal staffing.

2. Responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.

3. React to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.

4. Work closely with data to proactively identify issues and take appropriate actions to minimize impact.

5. Coordinate with World Wide Capacity Planning (WWCP) team to accurately represent site capacity and future strategy.

6. Support Global Workflow team standardization project launch locally to improve efficiency.

7. Contribute to World-wide workflow projects, like standardization work stream (Tools/report/process and etc.).

8. Coordinate with Operations at network level with resolve the constraint and proactively engage resources by cooperating with Capacity Planning Analyst, Headcount Planner and etc. for long term process.

9. Work with different business stakeholders and different sites/regions on details to balance resource(shift/cross-support mode) at network level.

10. Work at flexible time at peak time.

We are open to hiring candidates to work out of one of the following locations:

Fukuoka, 40, JPN | Miyagi, 4, JPN | Tokyo, 13, JPN

Basic Qualifications

• 1+ years of tax, finance or a related analytical field experience

• 2+ years of complex Excel VBA macros writing experience

• Bachelor's degree or equivalent

• Experience defining requirements and using data and metrics to draw business insights

• Experience with SQL or ETL

• Experience of using Japanese/English language skill (written, verbal, reading and listening) in business.

Preferred Qualifications

• Experience working with Tableau

• Experience using very large datasets

• With planning/forecasting background with prior headcount, shift planning and Rostering experience

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:

https://www.amazon.jobs/en/landing_pages/passivesmoking

就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。

https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information can be provided individually prior to the 1st interview

賃金に関する条件は、１次面接の前に個別にご案内することができます