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Headcount Planner, Worldwide Capacity Planning

3 months ago

Seattle, United States Amazon Full time

Amazon’s Worldwide Customer Service team is looking for a Headcount Planner, Capacity Planning who is passionate about the customer experience, who thinks/acts globally, and who will contribute to major innovations in customer service. The ideal candidate will possess both an optimization background that enables them to manage quantitative planning, and a demonstrated ability to think broadly and strategically about customer service initiatives such as new product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize headcount planning and hiring decisions.

The successful candidate will partner with Customer Service Operations, Global Outsourcing, HR/Recruiting, and Finance leadership.

Key job responsibilities
Create optimized headcount and hiring plans for Amazon’s Worldwide Customer Service business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions.
Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools.
Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis.
Coordinate with Operations, Global Outsourcing, HR/Recruiting and Finance teams to analyze historical data and forecast demand.
Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
Support local site management teams to optimize staffing requirements.
Lead global process standardization initiatives.
Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply

Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders