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CS EU Headcount Planner, EU Consumer HCP Team

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Amazon’s Customer Service (CS) planning department, Worldwide Capacity Planning is seeking a CS Headcount Planner to join the EU CS Headcount Planning (EU CS HCP) team. The EU CS HCP team is responsible for operational contact center headcount planning, for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the EU Operating Unit (OU) within EU CS.

This role will be based from home with travel required through the year. This is a highly visible role and one that is ideal for an experienced contact center planner with a capacity planning background.

Scope and Deliverables

  • Responsible for creation and delivery of the country level network optimized capacity and staffing plans for short-term and long-term staffing forecasts within the 1-4 year window.
  • Lead regular strategic and tactical discussions with the Operations teams, operations senior management, Global outsourcing teams and stakeholders on the staffing and contacts forecast across the network.
  • Work closely with Finance to develop and generate staffing forecasts that align with financial targets and optimize financial forecasts.
  • Identify and flag risks and opportunities to the contact forecast and proposals for changes to the short-term, long-term and strategic staffing forecasts that align with the operations business plans.
  • Lead weekly headcount and contact forecast presentation meetings with all stakeholders including operations management, HR, finance, and workflow.
  • Produce and report actual vs. planned metrics on a daily, weekly, monthly, quarterly, annual basis, including the identification of changes in operational performance driven by actuals.
  • Responsible for dive deeps and complex analysis to understand variances to planned metrics.
  • Evaluate and implement opportunities for improving contact and staffing forecast accuracy and automation of the process across EU.
  • Collaborate with EU and Worldwide teams for the creation of global standardized reporting, processes and models.
  • Produce regular reports and analysis. Write systems queries to gather data, and perform data-mining and analysis using tools including MS Excel, SQL and Microstrategy.

BASIC QUALIFICATIONS

Knowledge & Skills Required – Experience in planning for contact centers across multiple sites and countries.

  • Requires a degree in statistics, engineering, mathematics, economics or relevant discipline
  • Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment.
  • Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability.
  • Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly.
  • Proficient in Microsoft Excel and comfortable in dealing with large amounts of data.
  • Experience utilizing SQL, VBA.

PREFERRED QUALIFICATIONS

  • Experience in various WFM planning tools
  • Application of data mining/machine learning algorithms is preferred
  • Experience with making large scale optimization and predictive models is preferred
  • Some programming experience is a plus to automate tools whenever appropriate
  • Experience in operations management role will be an added advantage.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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CS EU Headcount Planner, EU Consumer HCP Team

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Amazon

Our mission: To be Earth's most customer-centric company.

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