Amazon

Manager, CS Forecasting

Posted On

Jan. 22, 2025

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Customer Service

Apply By

Feb. 11, 2025

Job Description

We are looking for an experienced professional with excellent analytical skills and strong business acumen to join Worldwide Capacity Planning (WWCP) Forecasting team and manage a team of forecasters. WWCP organization owns the end-to-end workforce planning and execution of Amazon's customer service network. Our forecasting, labor planning, scheduling, and real-time management solutions are responsible for the millions of daily decisions needed to provide efficient and frustration-free support to our customers around the world.

This is a high impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our customer service on a global scale.

This role requires a delicate balance in delivering models that are statistically grounded but also explainable operationally - business leaders must be able to understand what variables impact forecast variance and how they should respond tactically. This is a high visibility role with heavy interaction with senior leadership. Analytical ingenuity and leadership, coupled with demonstrated cross-functional partnership, are critical skills for this role.

The ideal candidate has an accomplished professional background with demonstrated proficiency in advanced mathematics and/or statistics. They are comfortable creating strategic recommendations in a thoughtful yet concise manner, and obtaining organizational "buy-in" at senior levels. They are well-organized, can manage multiple analyses/projects simultaneously, and are intellectually curious.

Key job responsibilities
- Responsible for managing a team of forecasters, guiding them with modeling of forecasting problems, discovering insights and identifying opportunities through the use of statistical, machine learning, algorithmic, data mining and visualization techniques.
- Collaborate effectively with internal stakeholders and cross-functional teams to analyze forecast variances, understand and mitigate variance drivers, identify opportunities to improve operational efficiencies, and deliver successfully against high organizational standards.
- You should be able to apply a breadth of tools, data sources and analytical techniques to answer a wide range of high-impact business questions and present the insights in concise and effective manner.
- You should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences.

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
Worldwide Capacity Planning optimizes capacity across operations sites that help minimize customer wait time and route customers to the associate who can best resolve their issue, on the first contact. We build forecasting models and optimization tools that help predict the hourly capacity requirement, including when there are new device or game launches, or when there is a special event, such as Prime Day.
- Bachelor's degree in Business, Mathematics, Operations Research, Engineering or a related field
- 5+ years of experience as a business analyst or related positions
- Experience with statistical analysis and modeling
- Experience with one or more of the statistical modeling tools
- Excellent communication skills to share findings in an understandable and actionable manner
- Ability to work successfully in a dynamic, fast-paced environment

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