Sr. AP Headcount Planner, AP ASCS Headcount Planning - Bangalore

Job Description

Amazon's Customer Service (CS) planning department, Worldwide Capacity Planning is seeking a CS Headcount Planner to join the AP CS Headcount Planning (AP CS HCP) team. The AP CS HCP team is responsible for operational contact centre headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the AP Stores within AP CS.

This role will be based out of HYD (IN). This is a highly visible role and one that is ideal for an experienced contact centre planner with a capacity planning background, or an experienced general business analyst looking to move their career into the world of capacity planning.

Scope and Deliverables


- Responsible for creation and delivery of the
Store network optimized capacity and staffing plans for short-term and long-term staffing forecasts within the 1-4 year window.

- Lead regular strategic and tactical discussions with the Store Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing and contacts forecast across the Store network.

- Work closely with CS Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.

- Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.

- Lead weekly headcount and contact forecast presentation meetings with all stakeholders including operations management, HR, finance, and workflow.

- Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.

- Responsible for dive deeps and complex analysis to understand variances to planned metrics.

- Evaluate and implement opportunities for improving contact and staffing forecast accuracy and automation of the process across AP.

- Collaborate with AP and Worldwide teams for the creation of global standardized reporting, processes and models.

- Produce regular reports and analysis. Write systems queries to gather data, and perform data-mining and analysis using tools including MS Excel, SQL and Microstrategy.


Key job responsibilities
Responsible for creation and delivery of the OU network optimized capacity and staffing plans for short-term and long-term staffing forecasts within the 1-4 year window.

Lead regular strategic and tactical discussions with the Store Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing and contacts forecast across the Store network.

Work closely with CS Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.
Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.

Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.

Evaluate and implement opportunities for improving contact and staffing forecast accuracy and automation of the process across AP.
Collaborate with AP and Worldwide teams for the creation of global standardized reporting, processes and models.

About the team
The AP CS HCP team is responsible for operational contact centre headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the EU Stores within EU ASCS.

Basic Qualifications:

- 5+ years of program or project management experience
- 5+ years of supply chain experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications:

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field