Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. As an extension of this, Amazon encourages vendors to offer products to Amazon customers through various forms of advertising. The advertising ops team in Bangalore has the onus to ensure that advertising bar is maintained at the highest standard across Amazon websites. We work on various ad programs covering International Amazon marketplaces.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and intelligence driven people. The ideal candidate is expected to operate with significant autonomy and discretion, influences internal & external teams. He/She will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, optimizing manpower in contact center environments. and lead a high performing team across the globe. The individual must be capable to support and own proactive tactical & strategic workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.

We expect you to:

• Lead projects to define and align Operations support teams to deliver on capacity plan

• Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency

• Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans.

• Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.

• Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers.

• Monitor 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.

• Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations

• Promote process improvement and standardization of processes across all operational sites in the network.

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

Bangalore, KA, IND

Basic Qualifications

6+ years’ experience in WFM and/or Capacity Planning - Contact Center support role required.

Demonstrated experience and success in Cap Planning oriented projects in Contact Centers.

Demonstrated experience managing HC and long term capacity decisions in multi-channel global contact center environments including phone, email and chat.

Analytical and solid communications skills are essential to be successful in this role

Advanced skills using Microsoft Excel in a business environment

Speaking-listening-writing skills, attention to details, proactive self-starter.

Preferred Qualifications

Post graduate degree in Business Administration or related field

Proven experience utilizing SQL, Microsoft Excel and dealing with large sets of data

Proven working knowledge of Six Sigma tools and Lean techniques

Advanced forecast modeling techniques including safety stock optimization and sensitivity analysis