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, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry. 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. The analyst will disambiguate the complexities of new information and launches that impacts the contact forecasts and labor planning for customer service. The role requires a solid understanding of the underlying business drivers, ability to apply business judgements during labor planning, and balance the demand and supply in the short term to protect customer service levels. This role participates in weekly/monthly/quarterly business reviews and influences the L7/L8s in CS Operations on customer service planning, and hence staffing related decisions. The role uses analytical expertise and judgement to determine the right contact per unit (CPU), contact per hour (CPH) and customer service level (SL) goals for the CS OU Director. This role actively participates in the hiring process and acts as a mentor to the new hires/ interns and drives key projects to adopt automation/ standardization within the Worldwide Capacity Planning team.
Key job responsibilities
The Successful Candidate Will Work In Lock-step With Multiple Business Teams, CS Operations, Global Outsourcing, Program Management And Finance Leadership. He/she Will
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
Basic Qualifications
Preferred Qualifications
Company – ADCI HYD 20 SEZ
Job ID: A2519462
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