CS Capacity Planner Outsourcing

7 days ago

Dublin, Dublin City, Ireland Amazon Full time
Job ID: 2621389 | Amazon Ireland Support Services Limited - A94

Amazon.com is an equal opportunity employer and 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.

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. Amazon Worldwide Capacity Planning is looking for an exceptional analyst who is passionate about raising the performance bar, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry.

Key job responsibilities

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

1. Manage the Global Outsourcing (GO) capacity planning for Europe Network by working closely with partner network to manage the long-term/short-term capacity planning processes for GO.
2. Collaborate and closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, GO Finance and program teams to ensure smooth execution of capacity planning processes.
3. Build optimal contact volume allocation plan for the outsourcing partner network by managing trade-offs between quality, productivity, and cost.
4. Coordinate with internal and outsourcing network operation teams to meet business service levels.
5. Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.
6. Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for Europe GO.
7. Clearly communicate dependencies to the right stakeholders and manage/track expectations.
8. Participate in global customer service initiatives and project roll outs to cater to growing business needs.
9. Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.

BASIC QUALIFICATIONS

• Senior experience in Capacity Planning or related field

• Experience in business or financial analysis experience

• Advanced Excel and big data experience

• Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.

• Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills

PREFERRED QUALIFICATIONS

• Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field

• Operations research or BPO experience

• Experience working with supply chain planning or customer service planning function/tools.

• Some programming experience is a plus to automate tools whenever appropriate

• Lean-Six Sigma Black Belt

• Ability to deal with ambiguity and competing objectives in a fast paced environment while delivering results

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

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