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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
We are looking for an exceptional Capacity Planner to own and drive .IN SPS Outsource planning function, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team. This is a high impact role supporting one of our largest growing OUs and regions in HC.The ideal candidate will possess experience in capacity planning functions including long term forecasting (LTFs), Short term or interval level forecast (STFs), experience working with outsourcer partners, scale with the growing .IN Business, reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations mainly focusing on the outsourcing network starting with Short term forecasting, allocations and reporting.Responsibilities: Own and optimize partner LTF process for .IN Business. (potential to grow to other regions as well). Lead weekly and monthly LTF meetings with various partner sites and be their Amazon POC for all .IN capacity related queries. Develop and own Partner STFs that effectively deliver volume requirements by site to consistently achieve service level commitments. Leads weekly STF review meetings detailing the volume requirements for next week and providing direction to the partner sites on optimizing or revising commits where needed. Manage partner allocation setting in our GACD systems in conjunction with the CRA team. Responsible for optimizing current reporting for partner daily variances. Reviews and processes partner hours of operations and new requests for hoop change requests. Performs ongoing analysis of current partner commits and forecast and efficiencies to ensure proper staffing in partner skills 24X7., Basic Qualifications 6+ years experience in WFM and/or Capacity Planning - Contact Center support role required. Demonstrated experience and success in WFM oriented projects in Contact Centers. Demonstrated experience managing routine scheduling and RTA work 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. Bachelors Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred. Preferred Qualifications Masters Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
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