Customer Service Capacity Planner Outsourcing

5 months ago

Cork, Ireland Amazon Ireland Support Services Limited - A94 Full time
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, Customer Service (CS) Operations, Global Outsourcing, Program Management and CS Finance. They will:
-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.
-Build optimal contact volume allocation plan for the outsourcing partner network by managing trade-offs between quality, productivity, and cost.
-Mitigate capacity risks by clearly communicating, managing and tracking dependencies to appropriate stakeholders across multiple sites and geographies.
-Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for Europe GO.
-Participate in global customer service initiatives and project roll outs to cater to growing business needs including automation and standardisation projects

-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.

About the team
In Capacity Planning Global Outsourcing (GOCP), our vision is to engineer the most flexible and reliable customer service network, that is scalable and efficient. GOCP’s mission is to constantly enable best customer experience through strategic planning, engineering reliability and partnering with the world’s largest outsourced customer service network.

We are open to hiring candidates to work out of one of the following locations:

Cork, CO, IRL

BASIC QUALIFICATIONS

• 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.
• 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

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