Business Analyst
hace 11 horas
At Amzn Support Srvcs Costa Rica, we strive to be the most customer-centric company on earth.
We are seeking a talented and motivated Business Analyst to join our team. As a Capacity Planning Specialist, you will play a crucial role in creating best capacity plans for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
Key Responsibilities:
- Create and manage multiple forecasting models using data analysis and statistical tools.
- Mitigate capacity risks by managing dependencies across multiple operating units.
- Communicate dependencies and manage/track exceptions.
- Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand.
- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
In this role, you will have the opportunity to leverage existing technology, including global standardization of reporting, and display excellent written communication skills transforming data points into written explanations with a narrative style of business presentations.
You will also carry out supervisory responsibilities in accordance with Amazon's policies and procedures, including interviewing, training and motivating employees, planning, assigning and directing work, rewarding and disciplining employees, and effective conflict resolution.
Additionally, you will build an inclusive and fun environment, effectively collaborate and build productive working relationships with direct reports, peers, leadership, and other departments, and manage the career growth and development of the CS team by driving focus on Amazon's Core Values.
About You:
- Experience building and analyzing models using various statistical tools for forecasting and optimization.
- 2+ years' experience in analysis required.
- 3+ years' leadership experience.
- Proficient in Microsoft Excel.
- Ability to work successfully in a dynamic, ambiguous environment.
- Ability to meet tight deadlines and prioritize workloads.
- Ability to develop new ideas and creative solutions.
Bonus Points:
- Project Management knowledge.
- Operations Research or Capacity Planning experience.
- Basic/Working knowledge of Six Sigma tools and Lean techniques.
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