Analyst, NA CS Forecasting, Worldwide Capacity Planning
Hyderabad, IND
4d ago

Job summary

Have you ever thought about what it takes to deliver high quality customer service at optimal cost? What would you do to take one of the best customer service organizations in the world to the next level?

Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions?

Do you like to innovate and simplify?

The Worldwide Capacity Planning (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.

We are looking for an experienced professional with excellent analytical skills and strong business acumen to join our Forecasting team.

As an Analyst of Forecasting in WWCP, you will be responsible for modeling forecasting problems, discover business insights, and develop short-term and long-term contact forecasts through the use of advanced analytical techniques.

You will present analyses, plans, and recommendations to senior leadership and connect new ideas to drive change. You will 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 will 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 will create strategic recommendations in a thoughtful yet concise manner, and obtaining organizational "buy-in" at senior levels.

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, business acumen, effective communication abilities, and the ability to work effectively with cross-functional leaders in a fast paced environment are critical skills for this role.

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


  • Bachelor's degree in Business, Mathematics, Operations Research, Engineering or a related field
  • 2+ years of industry experience
  • Experience with SQL, statistical analysis, and data visualization tools
  • Ability to lead successfully in a dynamic, fast-paced environment
  • Ability to meet tight deadlines and prioritize workloads

  • MBA or Master’s degree in Mathematics, Statistics, Economics / Finance, Engineering or other business / analytical disciplines
  • Experience in forecasting and / or capacity planning
  • Combination of technical skills and business savvy to interface with all levels and disciplines across the organization
  • Proven track record of dealing well with ambiguity, prioritizing needs, and delivering results in a dynamic environment
  • Excellent communication skills to share findings in an understandable and actionable manner
  • Excellent interpersonal, written and oral communication skills Natural curiosity and desire to learn
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