- 3+ years experience in operations or business analysis
- Bachelors degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations
- 3+ years experience modeling data and/or statistical forecasting
- Experience with R, SAS, SPSS, or Python
- Solid understanding of SQL and Excel
At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for an exceptional analyst who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations to join us as Capacity Planning Analyst, in the Communities team. The ideal candidate will possess both an analytical background that enables them to manage global headcount planning and volume forecasting, and a demonstrated ability to think broadly and strategically about planning/forecasting initiatives. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The successful candidate will work in lock-step with Communities Operations, Moderation, Global Outsourcing, Program Management and Finance.
Key responsibilities:
- Provide long- and short-term forecasting of contacts and plan headcount capacity for the worldwide Communities moderation network within Amazon customer service.
- Deliver cost and service optimization for Communities organization spread across multiple sites and geographies that service 18 languages and marketplaces.
- Manage short term staffing (4-6 weeks) and scheduling for a headcount spread across multiple sites 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 content moderation and customer emails
- Capture the right metrics to influence stakeholders and measure success
- Participate in global Communities/Moderation 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.
Other Considerations
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.
- Master’s degree in Operations, Business, Analytics or a related field
- Experience with R, SAS, SPSS, or Python
- Solid understanding of SQL and Excel