Capacity Planning Program Manager

4 months ago

Beijing, China Amazon Joyo Co., Ltd. Full time
Amazon provides enterprises the opportunity to sell their goods on the Amazon platform Worldwide, more than a million of sellers use this Marketplace and thereby contribute to the success of Amazon.

Amazon is growing its Amazon Global Selling (AGS) business in China aggressively. In this context, Amazon is seeking a creative, dynamic and result orientate individual contributor to join us.
We are looking for a highly motivated individual with experience in Contact Center resource planning and process improvement who possesses a clear understanding of Contact Center dynamics, advanced planning ability and good communication skills.

Experience of working with a workforce management tool is essential, whilst experience of working with database and reporting tools is also required.

An advanced level knowledge of Microsoft Excel is essential, whilst a good working knowledge of SQL is also preferable.

Key job responsibilities
- Planning and monitoring the operational performance to ensure that Amazon meet their objectives for managing customer contact
- Maintaining standardized Capacity Plans, including tracking the productivity and performance figures for all sub-ous within China seller support network
- Identify process improvement opportunities and drive workflow optimization to enhance operational efficiency.
- Effectively communicate with key decision-makers on resource planning issues
- Understand and promote principles of Resource Planning within Amazon
The role requires the right individual to
- Work closely with Global stake holders to plan capacity with efficiency and flexibility.
- Provide added value contact center information, to enable operational managers to make effective decisions
- Communicate effectively with Senior Management
- Collecting the data that is required to produce cost effective resource models
- Identify potential performance issues/opportunities
- Be innovative in making cost effective recommendations and drive changes.
- Improve the strong link between Resource Planning and Operational Management
- Understand the Amazon Selling Partner Support contact handling strategy
- Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks
- Support cross-section processes and procedures

BASIC QUALIFICATIONS

- Certified PMP or Six Sigma Black/Green Belt
- 5+ years of experience leading project delivery for medium, cross functional projects.
- Bachelor's degree preferred and/or recognized equivalent work experience.
- 5+ years' experience of demand and capacity planning in multi-channel and multi-site contact centers.
- Fluent written and oral English communication.
- Advanced MS Excel skill and SQL skill.
- Experience developing operational process and technologies to drive service quality and operation efficiency.
- Proven ability in building models and manipulating data to drive business decisions and improvements
- Experience in a fast paced, high-pressure office environment.

PREFERRED QUALIFICATIONS

- Master degree or MBA.
- Experience in ecommerce is a plus.
- Experience in budget/cost management or modelling.
- Ability to think both strategically and tactically.

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