Job Description

DESCRIPTION Amazon.com\'s World Wide Capacity Planning team is seeking a highly skilled and motivated individual to help drive down CS costs. Our teams\' objective is to manage all incoming contact volumes and associate capacity at our customer service centers worldwide. An ideal candidate has a background in customer service, Workflow Management and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment. Job Responsibilities Working on the different functional areas within Global Command Center. Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required in question. Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes. Suggesting changes for improvement of processes and amending SOPs once these are approved Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities Identifying recurring instances of exceptions and taking actions to eliminate the root causes Working on trend analysis to help with scheduling Generating metrics and analyzing these to identify problem areas and suggest improvements Assisting in training new hires Basic Qualifications Excellent communication skills Bachelors degree with good academic record + MBA from T I schools (Preferred). Excellent problem-solving, mathematical and analytical skills Good project management skills Demonstrated ability to work in a team and assist team members on complex issues Proficient in MS Office, SQL and working on databases Flexibility to work in a 24x7 environment Standardize and automate operations to bring in the efficiency. Standard effective real time reporting for all the OUs. Stakeholder management partnering with stakeholders from different other sites. Leading to smooth GCC operations without any escalations Identify and deliver efficiency projects 4-5 Years of Manager Experience in WFM field will be added advantage Coordinate with local Workflow teams to bridge the gaps in Plan Vs Actual numbers (real time executions) Plan and provide training and development opportunities for the team. Maintain right staffing to maintain the GCC operations. Flawless Incident and BCP management People development responsibility Support GCC Manager with the expansion plan for the team and manage transitions Preferred Qualifications Excellent communication skills Bachelors degree with good academic record + MBA from T I schools. Excellent problem-solving, mathematical and analytical skills Good project management skills Demonstrated ability to work in a team and assist team members on complex issues Proficient in MS Office and working on databases SQL or AWS proficiency is a plus Flexibility to work in a 24x7 environment Demonstrated UI implementation experience, and with a portfolio of work that demonstrates detailed attention to typography, color, imagery, motion, and graphic elements A passion for creating beautiful, engaging, intuitive, efficient and highly usable user interfaces Familiar emerging trends in desktop, web, and mobile app development Experience with deployments, dev ops, and / or AWS Experience with modern web technologies and techniques such as HTML5, CSS3, CSS pre-processors (SASS, Less, Stylus), JavaScript transpilers , and JavaScript build tools Experience with modern JavaScript frameworks and libraries such as React, Redux, Ractive, Ember, or Angular, along with the knowledge of when to use them Internal Amazon.com\'s World Wide Capacity Planning team is seeking a highly skilled and motivated individual to help drive down CS costs. Our teams\' objective is to manage all incoming contact volumes and associate capacity at our customer service centers worldwide. An ideal candidate has a background in customer service and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment. Job Responsibilities Working on the different functional areas within Global Command Center. Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the parties in question. Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes. Suggesting changes for improvement of processes and amending SOPs once these are approved Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities Identifying recurring instances of exceptions and taking actions to eliminate the root causes Working on trend analysis to help with scheduling Generating metrics and analyzing these to identify problem areas and suggest improvements Assisting in training new hires Amazon is an Equal Opportunity Employer \' Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age We are open to hiring candidates to work out of one of the following locations: Hyderabad, TS, IND BASIC QUALIFICATIONS - 5+ years of program or project management experience - 5+ years of working cross functionally with tech and non-tech teams experience - 5+ years of defining and implementing process improvement initiatives using data and metrics experience - Master\'s degree, or PMP certificate - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience defining program requirements and using data and metrics to determine improvements PREFERRED QUALIFICATIONS - 5+ years of driving end to end delivery, and communicating results to senior leadership experience - 5+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules

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