Capacity Planning Manager

1 week ago


Dubai, Dubai, United Arab Emirates Amazon Dubai Full time

Job Summary

The Capacity Planning Manager will play a critical role in ensuring the optimal utilization of resources at Amazon Dubai. This position requires a strong analytical mindset, excellent communication skills, and the ability to partner with cross-functional teams to drive business outcomes.

Key Responsibilities

  • Develop and implement strategic plans to mitigate capacity risks and ensure seamless operations across multiple sites and operating units.
  • Collaborate with customer service technology teams to design and launch industry-leading decision support tools, driving business growth and customer satisfaction.
  • Participate in new customer service projects and initiatives, including the launch of new business, skill, and contact channel roll-outs on a global basis.
  • Work closely with Operations, Global Outsourcing, Workflow, and GCC teams to analyze historical data and forecast demand, ensuring accurate capacity planning.
  • Manage the analysis of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators (KPIs), providing actionable insights to drive business improvement.
  • Support local site management teams to optimize staffing requirements, ensuring the right resources are in place to meet business needs.
  • Lead global process standardization initiatives, driving consistency and efficiency across the organization.
  • Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders, to drive business outcomes.

Requirements

  • Strong analytical and problem-solving skills, with the ability to interpret complex data and drive business insights.
  • Excellent communication and interpersonal skills, with the ability to partner with cross-functional teams and stakeholders.
  • Proven experience in capacity planning, operations, or a related field, with a strong understanding of business operations and processes.
  • Ability to work in a fast-paced environment, with a strong attention to detail and ability to prioritize tasks effectively.


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