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Analyst, Business Analytics at Amazon Dev Center India - Hyd

BASIC QUALIFICATIONS

  • Bachelor's degree in Computer Science, Engineering, Math, Finance, Statistics or related discipline
  • 3+ years' experience as a Data / Business Analyst pulling, analyzing, and delivering analyses
  • Advanced proficiency with Microsoft Excel (e.g., complex statements, VBA, conditional formatting)
  • Advanced proficiency with various machine learning algorithms
  • Advance SQL (customized queries, automating scripts, ensuring job completion, resolving errors)
  • Experience with automated self-service reporting tools
  • Confidence in dealing with technical and non-technical senior level staff and ability to communicate in a crisp, concise and professional manner
  • Ability to operate successfully and independently in a fast-paced, results-oriented environment
  • Comfortably and skillfully flex among various tools according to the problem and data
  • Proven ability to manage multiple projects with competing priorities
About Amazon.com

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

About the Role

Business Intelligence Engineer

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional analyst who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us as Business Intelligence Engineer, Worldwide Capacity Planning team. The ideal candidate will possess both IT and data analytics background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.



Responsibilities Include

The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and Finance leadership. He/she will:

  • Analyse data for forecast contacts and plan capacity for worldwide contact center network for Amazon customer service.
  • Cost and service optimization for customer service organization spread across 20+ countries worldwide.
  • Analyse and develop models for headcount staffing and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies.
  • Develop forecasting models that captures the dynamics of retail and digital e-commerce business.
  • Suffice data requirements for development of short/long term operational plans for different global sites to optimize variable costs associated with staffing
  • Enable Improvements for plans that identify, measure and help manage key metrics related to customer service
  • Lead critical IT projects to improve planning and forecasting efficiency for global operations.
  • Participate in global customer service initiatives and project roll outs to cater to growing business needs
  • Coordinate with internal and outsourcing network operation teams to enable business to meet its service level goals .
  • Promote process improvement and standardization of processes across all BI & WWCP function teams
PREFERRED QUALIFICATIONS

  • Masters degree in Computer Science, Engineering, Math, Finance, Statistics or related discipline
  • 5+ years experience with 2+ years Analytics and Process Improvement-related initiatives
  • Experience working with databases, database management tools and SQL
  • Experience and ability to effectively gather information from multiple data sources and systems then present that data and information in a logical and pragmatic way
  • Ability to work effectively with both technical resources and non-technical partners
  • Knowledge and direct experience using business intelligence reporting tools. (OBIEE, Business Objects, Cognos, Tableau, MicroStrategy, SSAS Cubes, Datanet etc.)
  • Basic statistical tests including (but not limited to), t-tests, chi-square, decision trees and regression.
  • Proficiency with statistical/data modeling software packages (e.g. R,Python, SPSS, Oracle SQL)

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by Tsutomu Narushima