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Capacity Planning - Forecasting Analyst

Capacity Planning - Forecasting Analyst

Job ID 
Posted Date 
Company Services, Inc.
Position Category 
Business Intelligence
Recruiting Team 
North American Teams - Consumer - Sellers Plus

Job Description strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

We are looking for an exceptional Forecasting Analyst, who is passionate, thinks globally, and who has the ability to contribute major new innovations in the industry and within the Amazon Services Seller Support Team.

As a Forecasting Analyst with the Seller Support team you will be responsible for analyzing operational performance in the call centers utilizing workforce management systems to ensure optimum statistically valid forecast modeling and operational implementations. In this role you will contribute to consistently achieving service level goals by efficient headcount management. You will also administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.

Major Duties:

  • Maintain data integrity to assure input/output accuracy in various databases included but not limited to: eWFM and GACD Systems.
  • Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics statistically confident projections.
  • Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
  • Interface with call center leaders to understand the fast changing business needs and make updates where necessary.
  • Stay current on internal policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Update workforce management and other data bases as changes occur.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Basic Qualifications

  • 4+ years experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)
  • Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers
  • Bachelor's degree and/or recognized equivalent work experience
  • Strong analytical and organization skills, including trend analysis.
  • Demonstrate flexibility to adapt quickly to departmental changes and conditions.
  • Experience working in a team oriented environment focused on cross training and sharing workload responsibilities
  • Ability to meet deadlines, work outside of normal schedule with little or no notice, and perform additional tasks as assigned

Preferred Qualifications

Preferred Qualifications:
  • 2+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired
  • Building, managing, and designing databases a plus.
  • Experience in a fast paced, high-pressure office envirnoment.
  • Ability to occasionally lift and carry 20 lbs or less
  • Proficient with time management.
  • Ability to plan, prioritize and organize effectively / detail-oriented.
  • Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
  • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
  • Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.