Sr. AP Headcount Planner, AP ASCS Headcount Planning

Role Overview:

Position: CS Headcount Planner

Department: Amazon Customer Service (CS) Planning, Worldwide Capacity Planning

Team: AP CS Headcount Planning (AP CS HCP)

Objective:

Join Amazon's AP CS Headcount Planning team, responsible for headcount planning across multiple global contact center sites, both internal and outsourced. This role is ideal for experienced contact center planners with a background in capacity planning or business analysts looking to transition into this field.

Scope and Deliverables:

- Develop and deliver optimized capacity and staffing plans for short-term and long-term forecasts (1-4 years) for the store network.
- Lead strategic and tactical discussions with Store Operations teams, senior management, global outsourcing teams, and stakeholders regarding staffing and contact forecasts.
- Collaborate with CS Finance to create staffing forecasts that align with financial targets and optimize financial forecasts.
- Identify risks and opportunities in contact forecasts and propose adjustments to short-term, long-term, and strategic staffing forecasts to align with business plans.
- Lead weekly headcount and contact forecast meetings with stakeholders, including operations management, HR, finance, and workflow.
- Produce and report actual vs. planned metrics on various timelines (daily, weekly, monthly, quarterly, annual), identifying performance changes driven by actuals.
- Conduct deep dives and complex analyses to understand variances in planned metrics.
- Identify and implement opportunities to improve contact and staffing forecast accuracy and automate processes across AP.
- Collaborate with AP and worldwide teams to create global standardized reporting, processes, and models.
- Generate regular reports and analyses, writing system queries to gather data, and perform data mining and analysis using tools like MS Excel, SQL, and MicroStrategy.

Key Responsibilities:

- Create and deliver optimized capacity and staffing plans for short-term and long-term forecasts (1-4 years) for the OU network.
- Lead strategic and tactical discussions with Store Operations teams, senior management, global outsourcing teams, and stakeholders on staffing and contact forecasts.
- Work closely with CS Finance to develop staffing forecasts that align with financial targets.
- Identify and address risks and opportunities in contact forecasts, proposing changes to align with business plans.
- Produce and report actual vs. planned metrics, identifying changes in operational performance.
- Evaluate and implement opportunities for improving forecast accuracy and process automation.
- Collaborate with AP and global teams to standardize reporting, processes, and models.

About the Team:

The AP CS HCP team manages headcount planning for global, multi-site contact centers, both internal and outsourced. The Headcount Planner will be responsible for one of the EU Stores within EU ASCS.

Preferred Qualifications:

- Over 2 years of experience in driving process improvements.
- Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field.