The successful candidate will work in lock-step with multiple Kindle business teams, CS Operations, Global Outsourcing, and Finance leadership. He/she will:
Develop and improve Kindle contact forecasting models using data analysis and statistical tools.
Drive inisghts into contacts and customer profiles.
Maintain, update and validate models to improve accuracy of forecasting.
Conduct detailed contact analysis and recommend ways to reduce contacts.
Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Represent WWCP (WW Capacity Planning) team in Kindle and other meetings.
Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions.
Participate in wider customer service projects and initiatives such as project roll-outs on a global basis. He/she will own providing optimal CS solutions for upcoming initiatives.
Coordinate with Kindle Program Management, Operations, Global Outsourcing 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 and workflow teams to optimize staffing requirements. Manage SLA through Phone/Email/chat routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA.
Fully leverage existing technology, including global standardization of reporting.
Manage a small team of analysts.
Bachelor Degree in a quantitative field (engineering, economics, math, stats)
Experience building and analyzing models using various statistical tools for forecasting and optimization.
5+ years experience in analysis required.
Proficient in Microsoft Excel.
MBA or advanced degree in a quatitative field (engineering, economics, math, stats)
Operations Research or Capacity Planning experience strongly preferred.
Some programming experience is a plus to automate tools whenever appropriate.
Experience utilizing SQL and statistical analysis tools.
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
Ability to work successfully in a dynamic, ambiguous environment.
Ability to meet tight deadlines and prioritize workloads.
Ability to develop new ideas and creative solutions.
Exceptional influencing and leadership skills.
Founded in 1994 and headquartered in Seattle, Washington, Amazon.com employs approximately 37,900 worldwide with more than $34.20 billion in revenue in 2010, nearly half of which is generated outside the US, and is growing fast (net sales in 2010 grew 40% compared with 2009). The company completed its initial public offering in May 1997 and is traded on the NASDAQ under AMZN. Their mission is "to be Earth's most customer-centric company where people can find and discover anything they want to buy online". Amazon.com and other sellers offer millions of unique new, refurbished and used items in categories such as books, movies, music & games, digital downloads, electronics & computers, home & garden, toys, kids & baby, grocery, apparel, shoes & jewelry, health & beauty, sports & outdoor, tools, auto & industrial.