Capacity Planning Analyst, Amazon Customer Service
Job Description
Amazon is seeking a Capacity Planning Analyst to join our Amazon Customer Service - Worldwide Capacity Planning team (WWCP), specifically supporting the Kuiper Global Business Operations (GBO) team. As the company strives to be the world's most customer-centric organization, we need analytical minds who can help shape the future of online retail. This role combines strategic thinking with data-driven decision-making to influence customer service innovations.The ideal candidate will possess strong statistical knowledge and analytical capabilities to manage global network planning. They will collaborate with multiple stakeholders across Customer Service Operations, Global Outsourcing, Program Management, and Finance leadership. The role involves analyzing complex data sets, providing actionable recommendations, and solving both strategic and real-time business challenges. The ability to work across different geographies and handle complex situations is essential for success in this position.Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.Key job responsibilities - Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service. - Cost and service optimization for customer service organization spread across 20+ countries worldwide. - Manage short term staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies. - Build short/long term operational plans for different global sites to optimize variable costs associated with staffing - Improve performance to plan by identifying, measuring and managing key metrics related to customer service - Capture the right metrics to influence stakeholders and measure success - Participate in global customer service initiatives and project roll outs to cater to growing business needs - Coordinate with internal and outsourcing network operation teams to meet business service levels. - Promote process improvement and standardization of processes across all sites in the network.A day in the lifeWe thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. 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 Coverage2. Maternity and Parental Leave Options3. Paid Time Off (PTO)4. 401(k) Plan
Locations
- United States, WA, Seattle, Seattle, WA, United States
Salary
Salary not disclosed
Estimated Salary Rangehigh confidence
95,000 - 145,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- - 2+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experienceintermediate
- - Experience defining requirements and using data and metrics to draw business insightsintermediate
- - Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environmentintermediate
- - Experience in capacity planning, operations planning, business analysis or equivalentintermediate
Required Qualifications
- - 2+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience (experience, 2 years)
- - Experience defining requirements and using data and metrics to draw business insights (experience)
- - Bachelor's degree in business economics, engineering, analytics, mathematics, statistics, information technology or equivalent (degree in business economics)
- - Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment (experience)
- - Experience in capacity planning, operations planning, business analysis or equivalent (experience)
Preferred Qualifications
- - Bachelor's degree or above (degree in above)
- - 3+ years of supply chain experience, or Master's degree or equivalent (experience, 3 years)
- Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,900/year in our lowest geographic market up to $143,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site. (experience)
Responsibilities
- - Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.
- - Cost and service optimization for customer service organization spread across 20+ countries worldwide.
- - Manage short term staffing (4-6 weeks) and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
- - Build short/long term operational plans for different global sites to optimize variable costs associated with staffing
- - Improve performance to plan by identifying, measuring and managing key metrics related to customer service
- - Capture the right metrics to influence stakeholders and measure success
- - Participate in global customer service initiatives and project roll outs to cater to growing business needs
- - Coordinate with internal and outsourcing network operation teams to meet business service levels.
- - Promote process improvement and standardization of processes across all sites in the network.
Benefits
- general: Summary:
- general: 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:
- general: 1. Medical, Dental, and Vision Coverage
- general: 2. Maternity and Parental Leave Options
- general: 3. Paid Time Off (PTO)
- general: 4. 401(k) Plan
Documents
Application Instructions
https://www.amazon.jobs/en/jobs/3114068